IBSS ยท 1 month ago
IT Service Desk Manager / Hybrid - PMP & ITIL Certified /Secret or TS Cleared
Silver Spring, MD
Full-time
Hybrid
Senior Level, Lead/Staff
$150K/yr - $175K/yr
8+ years expIBSS is seeking a qualified IT Service Desk Manager to support a Federal IT 24/7 IT service desk. This position will oversee Tier 1-3 support, including program support, ServiceNow administration, and cybersecurity support.
ConsultingLegalTelecommunications
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Oversee the day-to-day operations of the Service Desk, ensuring timely and effective support for nationwide users
Implement and manage ITILv4-based service delivery frameworks, ensuring continuous improvement and efficiency
Oversee the maintenance and enhancement of ServiceNow workflows for incident, problem, change, and asset management
Track and maintain performance metrics, SLAs, and KPIs to measure and improve service delivery
Act as the primary point of contact for the customer, ensuring service expectations are met or exceeded
Mitigate Plans of Action and Milestones (POA&Ms) as required while providing status management to leadership
Build and maintain strong relationships with internal and external stakeholders, including IT teams, vendors, and executive leadership
Provide regular reporting and service reviews to customers and senior management
Ensure seamless support for Google Workspace, troubleshooting and resolving user issues
Manage IT inventory and asset lifecycle, including procurement, tracking, and disposal
Lead problem management efforts to minimize service disruptions
Identify and implement automation and process improvements to enhance service efficiency
Lead IT service improvement initiatives and transition projects using PMBOK processes
Manage change control processes to ensure configurations are properly documented and auditable while minimizing potential business impact
Collaborate with teams to develop and implement new tools, systems, and service enhancements
Qualification
Required
Bachelor's Degree in a related field
Minimum 8-10 years of experience in IT Service Delivery or IT Operations Management
Certifications required: ITIL v4 Foundation (or higher), PMP
Hands-on experience with ServiceNow to develop and enhance ITSM workflows
Strong knowledge of Google Workspace administration and support
Proven experience managing a nationwide service desk operation
Expertise in IT inventory and asset management
Strong leadership, communication, and stakeholder management skills
Ability to work in a fast-paced, customer-focused environment with high service expectations
Experience in a government environment
Preferred
Familiarity with automation tools for ITSM
Additional certifications in Agile, Six Sigma, or cloud technologies
Benefits
Medical, dental, vision, and prescription drug coverage with a company-paid deductible
Paid time off
Federal holidays
A matching 401K plan
Tuition/professional development reimbursement
Flex-Spending (FSA)/Dependent Care Account (DCA) options
Company
IBSS
Since 1992, IBSS, a woman-owned small business, has provided transformational consulting services to the Federal defense, civilian, and commercial sectors.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Sonya Velasco
Chief Executive Officer
Company data provided by crunchbase