New

Service Desk Manager

Strativia
United States, D.C., Washington
Sep 04, 2025
Job Purpose: The Service Desk Manager provides leadership and daily supervision to the service desk team, ensuring high-quality technical support for end users. This role oversees activities such as phone, email, and in-person support related to email, directories, Windows desktop applications, and applications developed or deployed. As the first point of contact, the service desk team-under the Service Desk Manager's direction-troubleshoots hardware, software, PC, and printer issues to ensure seamless operations across the organization. Responsibilities: Provide daily supervision, coaching, and direction to service desk staff. Oversee service desk activities including phone, email, and in-person support for end users. Ensure timely troubleshooting and resolution of hardware, software, PC, and printer issues. Develop and implement employee training and performance improvement plans to strengthen service delivery. Maintain and enforce service desk procedures and ensure high levels of customer satisfaction. Manage the use of issue tracking systems (e.g., ServiceNow) to record, monitor, and document incidents and work requests. Collaborate with IT leadership to enhance service desk operations and implement best practices. Monitor team performance and provide reporting on metrics, service levels, and incident trends. Other duties as assigned. Education and Experience: Associate's degree in Information Technology or a related field, or equivalent work experience. At least 5 years of experience managing an IT service desk. Demonstrated leadership skills with experience managing and mentoring technical staff. Proven experience in developing training programs and performance improvement plans. Strong working knowledge of desktop and laptop hardware, peripherals, and common troubleshooting practices. Proficiency in Windows 10 and OSX operating systems, as well as common office applications. Hands-on experience with issue tracking systems such as ServiceNow. Excellent written and verbal communication skills. Strong problem-solving, research, and analytical abilities. Certifications: CompTIA A+ ITIL v4 Foundations Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization. Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets