Service Desk Manager

Description

Tyto Athene is looking to hire a Service Desk Manager for a multi-year contract performing at Fort Meade, Maryland. This position performs Service Desk Management and leads all customer support, service level requirements, customer service training, and Information Technology Services Management (ITSM).

Responsibilities:

• Oversee a centralized service desk that manages approximately 350 weekly tickets across.
• Maintain, analyze, troubleshoot, and repair personal computer systems, hardware, software, computer peripherals, and end user devices. Assist users via remote access and phone.
• Monitors and manages incidents (Tier I, II, & III) within the incident management process for restoration of IT services using service desk center tools.
• Ensure all actions are professionally and thoroughly documented within the ticketing system. Multiple device configuration including end user device support may be required.
• Demonstrate problem-solving and customer service skills, as well as extensive experience with desktop hardware, software applications, operating systems, and network connectivity. They must be customer service-oriented and proactive in anticipating and resolving problems while maximizing the efficient use of computing resources. Other duties as assigned.
• Conducts incident management, routing, and escalation of high-volume telephone calls, emails, ITSM tools, and walk-in requests.
• Assist in the creation and maintenance of documentation and SOPs.

Required:

• Bachelor’s degree in an IT-related field and at least five years of relevant work experience or High School diploma with at least seven years of relevant work experience.
• U.S. Citizenship

Desired:

• At least three years of experience leading service desk or help desk teams.
• DOD 8570 Compliant Information Assurance Technician (IAT) Level II

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.

Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.

At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #Team Tyto?

Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.