Hybrid IT Service Desk Manager en Stahl Companies

STAHL Companies provides the Program Management for its Channel of Commercial Technology companies in Government that consist of Small Businesses and New Technology start-ups.

STAHL advocates for policies that can improve government services and maintain our government's competitive advantage, by bringing more technology into government programs.

STAHL Companies advocates on behalf of our nation's innovative, new technology and small businesses looking to work with the U.S. government. We do this by aligning the voice of our small business members with advocacy for change in federal policy that will make the government market more accessible to small businesses and the commercial technology ecosystem.

The Channel's founding Technical Board Members include former government leaders and IT executives passionate about bringing best-of-breed technology to the government.

Position Overview
The IT Service Desk Manager is responsible for managing and overseeing all aspects of the organization’s IT service desk operations. This role ensures high-quality customer service delivery through the development, implementation, and continuous improvement of service desk policies, procedures, and service level agreements (SLAs). The manager will provide leadership to the service desk team, monitor performance metrics, and align support services with organizational goals and industry best practices.

·         Lead, manage, and mentor the IT Service Desk team to ensure effective and efficient service delivery.

·         Develop, implement, and monitor service desk standards, SLAs, and escalation procedures focused on response times, customer satisfaction, and issue resolution.

·         Establish and maintain guidelines, workflows, and best practices for IT support services.

·         Ensure systems and tools are in place to capture, track, and report service desk performance metrics and customer feedback.

·         Analyze service desk data to identify trends, recurring issues, and opportunities for process improvements.

·         Collaborate with other IT and business units to align customer service initiatives with organizational objectives.

·         Develop and manage budgets, staffing plans, and resource allocation to support service desk operations.

·         Provide reporting to top management on service performance, issue trends, and overall service desk effectiveness.

·         Stay current with industry trends, tools, and technologies to drive continuous improvement of IT support services.

·         Ensure compliance with the minimum requirements of the GSA Labor Category Customer Service Supervisor.

·         Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field (or equivalent experience).

·         Minimum of 5+ years of managerial experience in IT service desk or technical support operations.

·         Strong leadership skills with experience managing teams in a high-volume support environment.

·         Deep knowledge of IT service management principles, processes, and tools (e.g., ITIL framework, ticketing systems).

·         Solid understanding of customer service principles and ability to foster a customer-first culture.

·         Excellent communication, problem-solving, and organizational skills.

·         Proven ability to develop functional strategies, budgets, and procedures that support IT and organizational objectives.

·         Experience with federal government IT service delivery and GSA labor categories is preferred.

*Position is contingent upon award.
Work Location: Washington DC, United States
To know more about the company, visit Stahl Companies (stahlusa.us)

·         Lead, manage, and mentor the IT Service Desk team to ensure effective and efficient service delivery.

·         Develop, implement, and monitor service desk standards, SLAs, and escalation procedures focused on response times, customer satisfaction, and issue resolution.

·         Establish and maintain guidelines, workflows, and best practices for IT support services.

·         Ensure systems and tools are in place to capture, track, and report service desk performance metrics and customer feedback.

·         Analyze service desk data to identify trends, recurring issues, and opportunities for process improvements.

·         Collaborate with other IT and business units to align customer service initiatives with organizational objectives.

·         Develop and manage budgets, staffing plans, and resource allocation to support service desk operations.

·         Provide reporting to top management on service performance, issue trends, and overall service desk effectiveness.

·         Stay current with industry trends, tools, and technologies to drive continuous improvement of IT support services.

·         Ensure compliance with the minimum requirements of the GSA Labor Category Customer Service Supervisor.