Service Desk Manager

Service Desk Manager

Job Location s: US

Edgewater Federal Solutions is seeking a Service Desk Manager to support a federal client operations environment. This role provides advanced customer support and subject‑matter expertise in a structured, compliance‑driven service desk supporting enterprise users.

• Resolve complex customer issues escalated from frontline support teams
• Apply policy, system, and process knowledge to deliver accurate resolutions
• Document investigations, actions, and outcomes clearly and consistently
• Support knowledge base development and continuous process improvement
• Assist with onboarding, mentoring, and informal training of support staff
• Assist with technical issues
• Collaborate with program leadership to maintain service quality standards

• Minimum of 3 years' experience in a senior customer support, analyst, or specialist role
• Proven ability to troubleshoot and resolve complex system or process issues
• Strong written and verbal communication skills
• Experience working in structured, policy‑driven environments

• Experience supporting government or enterprise clients
• Familiarity with regulated systems, financial platforms, or policy workflows
• Experience with ticketing, CRM, or case management tools

• Multitier service desk operations
• Remote or hybrid work may be available based on program needs

Founded in 2002, Edgewater Federal Solutions, Inc. is an industry‑recognized federal contractor. Our industry‑leading team combines federal expertise and state‑of‑the‑art innovation to provide quality technical solutions for modern‑day challenges. Edgewater is a repeat awardee of honors such as Washington Post Top Workplaces ) and Inc. 5000 Fastest Growing Companies ). We also hold CMMI and ISO certifications. Headquartered in Frederick, Maryland with staff across the United States, Edgewater has more than 500 employees supporting over 30 federal and commercial organizations.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.