Operations Manager/IT Service Desk

$80,000 - $100,000/Yr

Human Touch - Arlington, VA

Full-time - Mid Level

Arlington, VA

Wholesale Trade Agents and Brokers

About the position

The Operations Manager for the IT Service Desk is a full-time, on-site role responsible for managing the Service Desk operations at a U.S. federal government organization. This position involves direct supervision of Service Desk personnel, ensuring contract requirements are met, and maintaining effective communication with key stakeholders.

Responsibilities

• Manage the day-to-day operations of the Service Desk and supervise all Service Desk personnel.
• Act as the on-site liaison with the Contracting Officer Representative (COR) or designee(s).
• Analyze the work of subordinates and take appropriate personnel actions for retention or other needs.
• Ensure all contract requirements are fulfilled and deliverables are submitted on time.
• Create effective working relationships with the COR, Contracting Officer Technical Representatives (COTRs), and CIO management team.

Requirements

• At least five (5) years of service desk/help desk management experience.
• Authorized to work in the United States.
• Ability to pass a Moderate Background Investigation.
• Ability to pass a SAMHSA Drug Screening test.

Nice-to-haves

• Previous experience managing and meeting customer Service Level Agreements (SLAs).
• Knowledgeable of ITIL processes and tools.
• Previous experience with Cherwell and/or other ticketing systems.
• Previous experience working as a federal contractor.

Benefits

• Dental, Vision, and Medical Insurance
• 401(k) Matching
• Paid Time Off (PTO)