Service Desk Manager

Job description

What success looks like in this role: Role Overview Provides operational leadership for Service Desk services supporting a Federal Government client. Ensures delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations. Key Responsibilities: Service Desk Operations: Manage and oversee daily Service Desk activities, including staffing, ticket queues, and escalations. Serve as the primary escalation point for complex or high-impact service issues. Performance & Service Management: Monitor Service Desk metrics, identify trends, and drive continuous improvement initiatives. Ensure the team consistently meets or exceeds SLA, KPI, and customer satisfaction targets. Leadership & Team Development: Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities. Foster a collaborative, accountable, and high-performing team culture. Stakeholder & Client Engagement: Build strong working relationships with government stakeholders and internal support teams. Participate in service reviews and operational meetings, providing clear reporting and insights. Compliance & Security: Ensure Service Desk operation...