Service Desk Manager with Security Clearance

GovCIO is currently hiring for a Service Desk Manager to support our US Mint contract needs. This position is located in the Washington, DC area and will be a hybrid on-site/remote. Responsibilities * Technical, Project and Operation Management of service desk operations and Asset Management * Develop and implement process improvements to enhance service desk efficiency and customer satisfaction. * Monitor key performance indicators and prepare regular reports for management review. * Coordinate training sessions for service desk staff to maintain high standards of technical knowledge and customer service. * Lead daily standups to report operational state to Mint leadership and other stakeholders. Conduct weekly status meeting. * Provide input for contract deliverable reports. * Lead daily operations of the Customer Service Center, supervising both onsite and remote technical support staff * Ensure delivery of high-quality Tier I, II, and (VIP/"white glove") support services at remote sites. * Serve as the primary escalation point for complex or high-priority incidents and requests * Use ITIL practices to promote problem management to proactively respond or eliminate incidents * Manage ticket queues, ensuring timely resolution and adherence to SLAs * Coordinating the execution of change requests through US Mint's standard change management lifecycle * Develop, refine, and enforce escalation procedures and service workflows * Analyze service desk metrics to identify trends, gaps, and opportunities for improvement * Drive continuous improvement initiatives through data analysis, automation, and process optimization * Oversee and maintain a high-quality knowledge base and solutions repository * Continually develop, edit, and curate KM articles and SOPs * Coordinate communication for outages, incidents, and emergency activities * Review customer satisfaction data and implement improvements to enhance user experience * Advise leadership on operational risks, escalation needs, and support requirements * Work with ServiceNow team to develop workflows for asset management and business processes (such as onboarding and offboarding). Leadership & Team Development * Train, coach, and mentor Service Desk and Desktop Support staff (Tier I-II) * Support employee development and career progression * Schedule staff and ensure appropriate coverage for all support operations * Foster a collaborative, customer-focused team environment Qualifications Bachelor's with 15+ years (or commensurate experience) Required Skills and Experience * Experience managing a team responsible for addressing tickets in ServiceNow * 10+ years of experience in IT service delivery, help desk, or customer support operations. * Strong leadership and team management experience in a technical support environment * Proven success managing service desks in large enterprise environments * Expertise in SLA development, tracking, and reporting * Advanced analytical and problem-solving skills * Strong interpersonal and relationship management abilities * Excellent written and verbal communication skills * Ability to translate technical concepts for non-technical audiences * Proficiency in Microsoft Office and service management tools, specifically ServiceNow * Working knowledge of diagnostic and troubleshooting utilities * Exceptional organizational skills and attention to detail * Ability to prioritize and execute in high-pressure environments Required Certification upon start * ITILv4+ Foundation Certification * PMP certification * Agile certification Clearance Required: Must be able to attain and maintain a US MINT Public Trust Posted Salary Range USD $140,000.00 - USD $168,000.00 /Yr.