IT Service Desk Manager at Enhanced Veterans Solutions, Inc.

Description

Enhanced Veterans Solutions, Inc. (EVS) is seeking an experienced IT Service Desk Manager to lead and oversee the daily operations of an upcoming effort. The successful candidate will be responsible for managing service desk guidelines, objectives, and initiatives that ensure exceptional customer service delivery. This role requires deep expertise in service desk operations, a strong technical background, and proven leadership in managing high-performing teams.

The IT Service Desk Manager will serve as a key liaison between IT support staff and end users, ensuring service levels are met, customer satisfaction is achieved, and industry best practices are followed.

• Manage and oversee all aspects of the organization’s service desk operations. 
• Develop and enforce service level agreements (SLAs) focused on response times and issue resolution.
• Establish and maintain guidelines, procedures, and performance standards that deliver high-quality customer service. 
• Monitor and report on service metrics, including customer feedback, recurring issues, and performance trends.
• Align customer service initiatives with the overall objectives of the organization.
• Provide daily supervision and direction to service desk staff responsible for phone, email, and in-person IT support. 
• Act as subject matter expert (SME) for troubleshooting PC, printer, operating system, and network-related issues.
• Oversee support for e-mail systems, directories, COTS applications, Windows desktop environments, and contract-specific applications.
• Develop budgets, strategies, and procedures to strengthen the service desk infrastructure. 
• Collaborate with senior leadership to ensure IT service desk activities support organizational goals.
• Foster a positive, customer-focused environment and promote continuous improvement.

Requirements

• Education:  Bachelor’s degree in computer science, Information Systems, Engineering, Business, Social Science, or related field (or equivalent). 

• Active Public Trust 

Experience: 

• Minimum of 8 years of IT experience, including 6 years of specialized experience in service/help desk management. 
• Experience managing help desks in multi-server environments. 
• Strong knowledge of PC operating systems (e.g., Windows, DOS), networking, and mail standards. 
• Demonstrated experience supervising service desk teams and managing customer-facing IT support. 

Skills: 

• Exceptional oral and written communication skills. 
• Strong leadership and organizational abilities. 
• Ability to establish service desk strategies and operational procedures. 
• Proven ability to maintain a positive customer service culture. 
• ITIL Certification or other IT service management certification. 
• Experience with enterprise-level service desk tools and reporting systems. 
• Familiarity with government contracting environments.