Service Desk Manager I

Job description

Overview The Service Desk Manager leads Agency of Digital Services (ADS) Service Desk function, overseeing a team of IT analysts who provide responsive, high-quality technical support to approximately 10,000 users in the Executive Branch and partner organizations. Core responsibilities include incident and request management, staffing and scheduling, performance management, coaching and training agents. The role also owns executive reporting on service delivery and quality metrics, and maintains regular touchpoints with product and service owners to ensure smooth collaboration across teams. A critical aspect of the role involves driving a focus on Continuous Improvement – applied to internal Service Desk operations, as well as Service Desk support of other agency functions. This role relies on solid IT service management fundamentals — ITIL knowledge, comfort with ITSM tooling, and an understanding of how a service desk fits into the broader organization. The role requires the ability to lead people well: setting clear expectations, developing staff, and maintaining a culture of professionalism and process discipline. The Service Desk is a primary point of contact between ADS and t...