Service Desk Manager
$85,000–$100,000 year
On-site · Washington, District of Columbia, United States
Job Summary
Service Desk Manager reports to the Director of Information Technology and leads a small Service Desk team to deliver tier 1–2 technical support, maintain high customer satisfaction, and improve operations. Responsibilities include coordinating priority and complex issues, documenting and improving Service Desk processes, implementing performance metrics and reporting, enforcing policies, onboarding/offboarding staff, managing IT Asset Management, creating knowledge base documentation, supervising schedules, and coordinating backup support for AV during meetings. Requires strong customer service skills, troubleshooting ability, and experience with Microsoft 365/Azure and ITIL frameworks; must be able to work onsite at Heritage Foundation headquarters in Washington, DC.
Required Qualifications
- Bachelor’s degree in a related field or equivalent experience
- Technical certifications aligned with Microsoft Office 365/Azure administration and/or ITIL framework certifications (V3 or V4) preferred
- 4+ years of technical experience with a proven lead or supervisory capacity
- Experience supporting systems and devices in various environments
- Experience in Asset Management and Incident Management is preferred
- Strong troubleshooting, technical, and analytical skills
- Excellent verbal and written communication skills to explain technical issues to non-technical personnel
- Ability to work onsite at headquarters in Washington, DC
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