Enterprise Service Desk Team Manager – Night Shift

Enterprise Service Desk Team Manager – Night Shift

Requirements

• Ability to obtain and maintain a DoD Secret Clearance
• 10+ Years of relevant experience (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience)
• 2 years being in a supervisory or team lead capacity
• Proven ability to lead, coach, and develop staff

Responsibilities

• Provide direct supervision, coaching, and development for a team of approximately 12 Service Desk technicians, fostering a high-performance culture and ensuring adherence to service quality standards.
• Manage the day-to-day performance of Service Desk technicians during assigned shifts, while meeting defined service levels and performance metrics.
• Apply technical expertise to support frontline troubleshooting and guide incident resolution, stepping in to assist technicians with complex or high-impact issues as needed.
• Serve as the primary escalation point for service disruptions, interfacing with customers, internal stakeholders, and external vendors to communicate status updates and drive timely issue resolution.
• Proactively communicate any technical or customer-related issues that may impact Service Desk operations, ensuring timely escalation and mitigation.
• Enforce compliance with data security and handling protocols, and actively contribute to planning and continuous improvement initiatives to enhance Service Desk processes and efficiency.

Preferred Qualifications

• An active DoD Secret or higher clearance
• DoD 8570/8140 baseline certifications (e.g., Security+ CE, CASP+, CISSP, etc.)
• Experience with ITSM Tools (ex: ServiceNow)
• Experience working in the Department of Defense