Service Desk Manager (On-Site)
On-site · Fort Meade, Maryland, United States
Job Summary
Lead daily service desk operations for the DINFOS contract at Fort Meade, overseeing service desk personnel, coordinating with cross-functional technical teams, and ensuring high-quality customer service in a military/educational environment. Manage service requests, asset tracking, software licensing, patch management, and operational reporting; serve as primary liaison between end users and technical support teams; develop documentation, metrics, and process improvements; handle service desk escalations and customer support issues.
Required Qualifications
- Experience managing or leading a service desk, help desk, or IT support organization.
- Demonstrated experience supporting day-to-day service desk operations in an academic, educational, military, or enterprise environment.
- Experience leading teams, assigning workloads, and managing competing priorities.
- Knowledge of IT service management principles and customer support best practices.
- Experience tracking hardware and software assets, software licensing, configuration management, and patch management activities.
- Strong organizational, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- Demonstrated ability to provide exceptional customer service in a military, educational, or professional environment.
- Proficiency with service desk ticketing systems and standard Microsoft Office applications.
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