Service Desk Manager/Quality Assurance

About the role

Service Desk Manager

This role is responsible for the comprehensive oversight and performance of the Service Desk function. The Service Desk Manager ensures the service provided to federal clients meets contractual obligations and industry standards. Success in this position requires a blend of technical expertise, operational discipline, and people management.

The primary mission is to safeguard the user experience by maintaining the health of the Service Desk. This involves making daily operational decisions that directly influence how end users perceive IT support. The manager acts as a bridge between contract requirements and agent execution. They translate complex contract language into actionable guidance for the support team. This ensures service delivery remains consistent, reliable, and aligned with established Service Level Agreements.

Key Responsibilities

The manager provides direct supervision of all Service Desk activities. This includes managing the intake of user requests across multiple channels. Channels include phone conversations, email correspondence, in-person visits, and the ServiceNow platform. Every interaction must be handled with accuracy and a high degree of professionalism.

Operational efficiency is a core focus. The manager designs and implements daily workflows. These workflows are designed to move tickets related to hardware, software, email, printers, and directory issues through the system efficiently. The goal is to resolve incidents quickly without sacrificing quality.

Quality assurance is integrated into the management role. The manager establishes specific coaching actions for agents. These actions are based on an analysis of ticket patterns and observations made during shift reviews. Regular performance reviews check ticket notes for completeness, adherence to SLAs, and the professionalism of communication tone.

The role requires active management of the team schedule. The manager coordinates staff schedules to ensure continuous coverage. This coordination must occur while balancing the demands of planned projects and ongoing support. Knowledge sharing among agents is promoted to build a resilient and informed support team.

Technical support guidance is provided for desktop applications. The manager tracks recurring problems and their corresponding solutions. This information is then used to guide improvements in support procedures and to prevent future issues. Building feedback loops with clients is another key duty. These loops are designed to uncover recurring problems and clarify future expectations for service.

Collaboration with technical teams is essential. The manager partners with these teams to ensure that resolved incidents remain fixed. It is also important that solutions are properly documented. This creates a knowledge base for future reference and prevents the repeated occurrence of the same problems.

Required Qualifications

Candidates must possess three years of hands-on experience in a service desk or technical support environment. This experience should demonstrate the ability to handle complex user issues. Familiarity with ServiceNow or comparable IT service management tools is mandatory. These tools are used for tracking ticket progress and generating performance reports.

A solid understanding of federal IT policies and standard practices is required. These policies govern user support operations and must be followed strictly. The manager must be adept at managing multiple tickets at the same time. This multi-tasking must be completed while maintaining accuracy and professionalism in every user interaction.

Strong written communication skills are necessary for the role. The manager must craft clear updates and instructions for both users and management. The ability to write effectively ensures that technical issues are communicated in an understandable way.

Compensation and Location

This is a full-time position based in Washington, DC. The compensation range for this role is between $126,913.00 and $139,604.00 on a yearly basis.

Application Process

Please confirm all details regarding the official application process on the designated apply page. Reviewing the original posting is the definitive source for submission instructions.