100% Remote - Opening for Service Desk Manager - ITIL & SNOW (ServiceNow)
Posted 5 days ago by 1750844148
Negotiable
Outside
Remote
USA
Summary: The Service Desk Manager will lead Tier 1 and Tier 2 IT support operations for a federal government client, ensuring compliance with ITIL frameworks and a customer-first service delivery approach. This role requires extensive experience in managing enterprise-level IT Service Desks and a focus on continuous improvement initiatives. The manager will supervise a team, monitor performance metrics, and drive customer satisfaction. The position is remote and involves ongoing contract work.
Key Responsibilities:
- Supervise and mentor a team of Tier 1 and Tier 2 IT support analysts
- Ensure service desk incidents are properly logged, tracked, escalated, and resolved in compliance with SLAs
- Implement and enforce ITIL-based best practices in incident, request, and problem management
- Drive improvements in customer satisfaction and end-user experience
- Monitor performance metrics and develop regular reporting on service levels and operational KPIs
- Support onboarding, training, and scheduling of help desk staff
- Participate in new business transition activities, team readiness assessments, and customer briefings
- Collaborate with stakeholders to continuously optimize support workflows and service delivery processes
Key Skills:
- 8+ years of experience in IT operations or service desk environments
- 2+ years of experience in a supervisory or team lead capacity
- Experience supporting federal clients and mission-critical systems
- Strong communication, leadership, and conflict-resolution skills
- Strong knowledge and experience with ServiceNow
- Solid understanding of ITIL-based service desk metrics and reporting
- Ability to manage teams in high-paced, compliance-regulated environments
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Title: Service Desk Manager - ITIL & SNOW (ServiceNow)
Location: Remote
Term: On-going contract (multi-year)
Seeking a Service Desk Supervisor to lead and oversee Tier 1 and Tier 2 IT support operations supporting a federal government client. The ideal candidate will bring proven experience managing enterprise-level IT Service Desks in compliance-driven environments, possess deep knowledge of ITIL frameworks, and demonstrate a customer-first approach to service delivery.
This individual will serve as a key contributor to team leadership, performance monitoring, SLA compliance, and continuous improvement initiatives.
Key Responsibilities:
- Supervise and mentor a team of Tier 1 and Tier 2 IT support analysts
- Ensure service desk incidents are properly logged, tracked, escalated, and resolved in compliance with SLAs
- Implement and enforce ITIL-based best practices in incident, request, and problem management
- Drive improvements in customer satisfaction and end-user experience
- Monitor performance metrics and develop regular reporting on service levels and operational KPIs
- Support onboarding, training, and scheduling of help desk staff
- Participate in new business transition activities, team readiness assessments, and customer briefings
- Collaborate with stakeholders to continuously optimize support workflows and service delivery processes
Required Qualifications:
- 8+ years of experience in IT operations or service desk environments
- 2+ years of experience in a supervisory or team lead capacity
- Experience supporting federal clients and mission-critical systems
- Strong communication, leadership, and conflict-resolution skills
- Strong knowledge and experience with ServiceNow
- Solid understanding of ITIL-based service desk metrics and reporting
- Ability to manage teams in high-paced, compliance-regulated environments
Desired Certifications (Candidates must have a minimum of 2):
- ITIL 4 Foundation
- ITIL 4 Practitioner: Service Desk
- HDI-Support Center Manager (HDI-SCM)
- ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM)