Service Desk Manager Security Clearance

Position: Service Desk Manager with Security Clearance
Service Desk Manager

Certifications:

ITIL Certification v3 or Higher, v4 preferred and HDI Certification. Help Desk Institute (HDI) certifications

Position Overview Nationwide IT Services, NIS, is seeking a Service Desk Manager for a potential opportunity to provide leadership and operational oversight for a Tier 1 and Tier 2 specialized support desk within a large-scale enterprise IT environment. This role is responsible for oversight of complex, multi-task contact center operations supporting high-volume inquiries from the public across multiple communication channels. The Service Desk Manager ensures service quality, workforce management, operational efficiency, SLA compliance, and continuous service improvement within a structured federal IT environment.

Minimum Qualifications Education
* Bachelor's degree (BA/BS) in Computer Science, Engineering, Mathematics, Business, Management, or a related field.
* Equivalent combination of education and relevant experience may be considered. Certifications

* Required:

Current ITIL Certification.
* Preferred:
One or more Help Desk Institute (HDI) certifications, with HDI Support Center Director strongly preferred. Experience Requirements The Service Desk Manager shall demonstrate:
* Proven experience managing a Tier 1 and Tier 2 specialized support desk in a large, complex enterprise environment.
* Experience supporting 10,000+ users in a high-volume service environment.
* Direct oversight of:
* Call management operations
* Account management functions
* Performance reporting and metrics analysis
* Workforce management and staffing optimization
* Experience working within help desks or call centers of a similar technical domain, workload, duration, and operational complexity.
* Strong understanding of IT service management best practices and continuous service improvement methodologies.

Key Responsibilities The Service Desk Manager shall:
* Provide Tier 1 and Tier 2 management oversight and operational leadership.
* Ensure compliance with ITIL-based service management processes.
* Monitor performance metrics and ensure SLA adherence.
* Oversee workforce planning, scheduling, and performance optimization.
* Implement quality assurance and customer satisfaction improvement initiatives.
* Deliver accurate and timely operational reporting to Government stakeholders.
* Ensure exceptional customer experience across all support channels. Why Join Nationwide IT Services? Nationwide IT Services is a trusted government contractor supporting Department of Defense customers. We offer the opportunity to work on high-impact cybersecurity missions alongside experienced professionals in a collaborative and growth-focused environment.