IT Service Desk

ForwardIT is seeking an experienced IT Service Desk Manager to lead enterprise-level technical support operations for a government client in Prince George's County, Maryland.

The ideal candidate will have a strong background in IT service management, technical support leadership, workforce scheduling, ITIL best practices, and service-level performance management.

This individual will oversee Tier 1 and Tier 2 service desk operations, ensure consistent service delivery, and lead continuous improvement initiatives across a 24/7/365 support environment serving approximately 9,000 users.

Key Responsibilities

• Manage daily operations of an enterprise IT service desk supporting multiple government agencies.

• Supervise Tier 1 and Tier 2 technical support personnel.

• Develop staffing schedules to maintain continuous coverage, including nights, weekends, and holidays.

• Monitor service-level agreements (SLAs), performance metrics, ticket resolution, and customer satisfaction.

• Oversee incident management, service requests, escalations, and problem resolution.

• Ensure accurate ticket documentation and reporting within EasyVista.

• Coordinate major incident response and communicate service disruptions to appropriate stakeholders.

• Implement ITIL-aligned service management processes and continuous improvement initiatives.

• Develop and maintain knowledge management procedures and self-service support resources.

• Identify recurring technical issues and recommend corrective actions.

• Prepare weekly status reports, monthly performance reports, and corrective action plans.

• Coordinate employee onboarding, training, performance management, and technical certification maintenance.

• Maintain compliance with information security policies and confidentiality requirements.

• Collaborate with government IT leadership and technical teams to improve service delivery.

Required Qualifications

• Demonstrated experience managing an enterprise IT service desk or IT support operation.

• Experience supervising technical support teams in a high-volume environment.

• Strong knowledge of ITIL service management principles.

• Experience managing SLAs, KPIs, ticket queues, and customer satisfaction metrics.

• Experience with ITSM platforms such as EasyVista, ServiceNow, or similar tools.

• Working knowledge of Microsoft 365, Windows 11, Active Directory, Microsoft Entra ID, and enterprise endpoint support.

• Strong leadership, communication, problem-solving, and organizational skills.

• Ability to coordinate support coverage in a 24/7 environment.

• Ability to complete required background screening and comply with client security policies.

Preferred Qualifications

• ITIL 4 Foundation certification.

• HDI certification.

• CompTIA A+, Network+, or Security+ certification.

• Microsoft technical certifications.

• Previous experience supporting government agencies or large enterprise environments.

• Experience managing service desk transitions, staffing plans, and performance improvement initiatives.

Additional Requirements

Candidates should be prepared to provide an updated resume, relevant professional certifications, and two professional references to verify service desk management experience.

Equal Opportunity: ForwardIT is committed to fair and equitable hiring practices. Qualified applicants will receive consideration without regard to protected characteristics.