Service Desk Manager

Job overview

The Service Desk Manager role is onsite in Washington, DC, five days per week. The stated annual salary range is $140,000–$160,000. Network Designs Inc. provides information technology and network solutions to government customers. The manager leads enterprise, multi-tier IT support operations, overseeing service delivery, incident resolution, workforce performance, and continuous improvement. The role coordinates with infrastructure, network, cybersecurity, and workplace services teams to support service availability and customer satisfaction.

What you'll do

• Lead Tier 1, Tier 2, and Tier 3 support operations
• oversee incident, request, problem, knowledge, and service-level management
• maintain ITIL-aligned processes and ITSM workflows
• coordinate major incident response
• manage staffing, training, and performance
• establish and report service KPIs
• and lead service improvement and technology adoption. Coordinate on-call support, surge response, and after-hours coverage.

What we're looking for

Skills & competencies

service desk manager

network designs inc.

washington dc

onsite

five days per week

enterprise it support

tier 1–3

itil

itsm

public trust clearance

u.s. citizenship

$140,000–$160,000 per year

Work arrangement

• Weekend coverage required

Benefits & perks

• Health, dental, vision, pet, and legal insurance
• 401(k) matching
• paid leave and holidays
• wellness programs
• employer-paid life and disability insurance
• professional development and education benefits.

Why this role

Requires U.S. citizenship, ability to obtain Public Trust clearance, a bachelor’s degree, 8+ years of progressive IT support or service management experience, and 3+ years managing service desk or IT support teams. ITIL and CompTIA Security+ certifications are listed.

About the employer

Network Designs Inc. is hiring for this role. Industry: Computer Systems Design Services. Sector: 54.