Operations Manager- IT Service Desk

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About the Role

We are seeking a skilled and experienced Operations Manager to lead a high-performing IT Service Desk team in a fast-paced and evolving environment. This on-site position plays a critical leadership role in overseeing day-to-day operations, ensuring timely service delivery, and maintaining high standards of technical support and customer satisfaction.

The ideal candidate will possess strong leadership qualities, a deep understanding of service desk processes, and the ability to communicate and collaborate effectively across all levels of the organization.

Key Responsibilities

• Manage the daily operations of the IT Service Desk to ensure prompt and efficient technical support.
• Serve as the primary on-site liaison for client representatives and designate an on-site backup POC as required.
• Review and update all open service tickets daily, ensuring progress is clearly documented and resolved in a timely manner.
• Monitor service desk queues to prevent backlog; triage and classify new tickets within 15 minutes of submission.
• Prioritize tickets appropriately and assign to the correct categories, departments, or individuals.
• Supervise and support Service Desk personnel; evaluate performance and take necessary actions to ensure team effectiveness and retention.
• Conduct quality reviews of technical documentation before submission to oversight authorities.
• Ensure compliance with all contract deliverables, timelines, and quality standards.
• Maintain an accurate inventory of all IT assets assigned to service desk personnel and review consumable stock weekly.

Required Qualifications

• Minimum of five (5) years of IT Service Desk/Help Desk experience.
• Minimum of two (2) years in a management or leadership role.
• Excellent leadership, interpersonal, and communication skills.
• Strong organizational skills with the ability to manage and prioritize multiple projects simultaneously.
• Experience working in high-demand, fast-paced IT environments.
• Strong attention to detail and a focus on quality service delivery.

Certification Requirements

Required:

• ITIL Foundation
• CAPM (Certified Associate in Project Management)
  • OR ITIL 4 Strategist (must be obtained within 6 months of hire)
• At least one Intermediate-Level Industry Certification, such as:
  • CompTIA Security+ (Sec+)
  • Cisco Certified Network Associate (CCNA)
  • Microsoft Modern Desktop Administrator Associate

Desired:

• PMP (Project Management Professional)
• Higher-level certifications, such as:
  • CISSP (Certified Information Systems Security Professional)
  • CCNP (Cisco Certified Network Professional)
  • Microsoft 365 Certified: Enterprise Administrator Expert

Skills

• Familiarity with ITIL or similar service management frameworks.
• Experience in IT support within government, enterprise, or contract-based environments.
• Experience reviewing or producing technical documentation.