Service Desk Manager

Service Desk Manager

Help Desk Institute (HDI) certifications

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.

• 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.

• Required: Current ITIL Certification.
• Preferred: One or more Help Desk Institute (HDI) certifications, with HDI Support Center Director strongly preferred.

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.

• 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.

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.