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Service Desk Operations Manager

Service Desk Operations Manager

Nationwide IT ServicesWashington, DC, US
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Service Desk Operations Manager Clearance :

  • U.S.

Citizen (must pass a Federal Background Investigation) Location :

  • On-site – Capitol Hill, Washington, D.C.
  • Nationwide IT Services (NIS) is seeking a Service Desk Operations Manager for a potential opportunity to provide leadership, supervision, and operational oversight for our on-site and off-site Tier 1 and 2 IT service desk team supporting a high-profile Federal Government client on Capitol Hill.
  • This role is responsible for ensuring that the service desk team delivers timely, efficient, and professional first-level support to end users across desktop, laptop, and peripheral hardware; standard Windows and Mac OS applications; enterprise software; and locally deployed applications.
  • The Operations Manager will also be responsible for mentoring staff, improving service desk processes, and ensuring compliance with client requirements and the industry’s best practices.
  • The ideal candidate will bring strong leadership skills, technical expertise, and a proven record of managing high-performing service desk teams in dynamic environments.
  • Key Responsibilities Provide daily supervision and directions to service desk staff delivering phone, in-person, and ticket-based support.
  • Ensure timely resolution of incidents and service requests, serving as an escalation point when needed.
  • Oversee troubleshooting of hardware / software PC issues, printer problems, and desktop application support.
  • Manage issue tracking systems (e.g., ServiceNow) to monitor, document, and report service desk activities.
  • Develop and implement employee training programs and performance improvement plans.
  • Enforce service desk standards and procedures to ensure consistent, high-quality support.
  • Identify areas for process improvement and implement strategies to increase efficiency and user satisfaction.
  • Coordinate with other IT teams to escalate and resolve complex technical issues.
  • Provide reporting and metrics on service desk performance to government leadership and NIS management.
  • Foster a collaborative, customer-focused team culture with an emphasis on professional growth.
  • Minimum Qualifications Associate’s degree or equivalent combination of education and professional experience. 5+ years of experience managing an IT service desk in a medium-to-large organization.
  • Demonstrated leadership abilities in supervising technical staff.
  • Experience designing and implementing employee training and development programs.
  • Strong working knowledge of desktop and laptop hardware and peripherals.
  • Proficiency with Windows 10 and macOS operating systems as well as standard office applications.
  • Experience using and managing tickets within an issue tracking system (e.g., ServiceNow).
  • Excellent written and verbal communication skills.
  • Strong problem-solving, analytical, and research skills.
  • CompTIA A+ certification.
  • ITIL v4 Foundations certification.
  • Preferred Qualifications Bachelor’s degree in information technology, Computer Science, or related field.
  • Experience supporting IT service desk operations within federal government environments.
  • Familiarity with knowledge management practices for IT service desks.
  • Why Join NIS?
  • Be part of a mission-focused team delivering essential IT services to a high-visibility government client.
  • Collaborative culture that values leadership, professional development, and service excellence.
  • Competitive salary and a comprehensive benefits package.
  • Opportunities for growth through certification support and career advancement.
  • Additional Information Must be a U.S.
  • Citizen and able to pass a Federal Background Investigation.
  • This position is onsite only (Capitol Hill, Washington, D.C.).
  • Remote or hybrid work is not available.

    • About Nationwide IT Services :

  • NIS is an IT and Management consulting company and is a CVE-verified Service-Disabled Veteran-Owned Small Business.
  • Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members.       Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick / vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance.  Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.    Powered by JazzHR
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    Service Desk Manager • Washington, DC, US

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