Service Desk Manager

The Service Desk Manager is responsible for managing the overall operations, performance, and continuous improvement of the CASTLE-NET IT Service Desk. This role provides leadership and direction to service desk personnel, manages ticket processes and workflows, ensures quality service delivery, and maintains alignment with ITIL best practices and USACE requirements while driving operational efficiency and customer satisfaction. 

Key Responsibilities 

• Manage overall service desk operations and team performance 
• Provide leadership and supervision to service desk personnel 
• Establish and maintain service desk processes and workflows 
• Monitor and improve service desk metrics and KPIs 
• Ensure adherence to SLAs and quality standards 
• Implement continuous improvement initiatives 
• Manage service desk staffing, training, and development 
• Report on service desk performance to senior management 

Required Qualifications 

• Bachelor's degree in IT, Business Administration, or related field 
• 8+ years of experience in service desk or IT support operations 
• Minimum 3-4 years of service desk management or supervisory experience 
• Expert understanding of ITIL frameworks and best practices 
• Proficiency with service desk and ITSM platforms 
• Strong leadership, communication, and interpersonal skills 
• Ability to manage budgets and staffing effectively 
• Experience with federal IT operations and compliance 

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

 

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

 

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

 

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

 

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.