New

Service Desk Manager

TEKsystems
$40.00 - $55.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, D.C., Washington
Jun 20, 2026
Top Skills' Details** * A Customer Service Manager has experience in planning, implementing, and managing customer service systems. Is able to handle customer satisfaction issues. Has experience in reviewing data to identify trends and issues. Is able to effectively report trends to system program teams. * Bachelor's Degree, General 5+ years experience Description We are seeking a proactive and dynamic Service Desk Manager to lead our hybrid Tier 1/Tier 2 service desk team. This role is responsible for overseeing a team of four agents that supports approximately 600 users. The ideal candidate will not only manage daily operations but also drive process improvement, foster a culture of proactivity, and ensure a high level of professionalism and customer service. This is a hands-on role for a leader who is comfortable interacting with executive-level clients and is dedicated to improving the user experience beyond just meeting SLAs. Key Responsibilities Team Leadership: Oversee the daily operations of the service desk team, including scheduling, task management, and ensuring coverage from 7 AM to 8 PM, Monday through Friday. Hands-On Support: Actively participate in service desk activities, including imaging machines, creating new user accounts, and other IT support work that borders on system administration. Be willing to "get their hands dirty as well." Process Improvement: Identify opportunities for process improvements and encourage a proactive approach to problem-solving within the team. The goal is to move beyond reactive ticket handling to preemptively addressing issues. Executive Communication: Comfortably and professionally interact with high-level government officials, including the CIO. This includes providing honest updates on issues and proactively communicating potential problems before they escalate. Ticket & Asset Management: Manage and troubleshoot a variety of tickets using ServiceNow, including access issues, hardware/software problems, and password resets. The agency is heavily invested in ServiceNow, so experience is a significant plus. Proactive Engagement: Go beyond metrics to understand the true user experience. This involves walking around, talking to people, and finding out what their real problems are to provide better, more proactive support. Skills Service desk, Customer service, Ticketing system, Active directory, Windows 10, Servicenow, Office 365, Help desk management, Troubleshooting, Technical support, Phone support Top Skills Details Service desk,Customer service,Ticketing system,Active directory,Windows 10,Servicenow,Office 365,Help desk management,Troubleshooting Additional Skills & Qualifications Requirements: * The Customer Service Director manages and oversees all aspects of an organization's service desk guidelines, objectives, and initiatives. Develops service level standards focused on response times and issue resolution. Establishes guidelines and procedures that produce high quality customer service delivery and that reflect the industry's best practices. * The Customer Service Director is also required to ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Align customer service activities and initiatives to support and enhance the objectives of the organization. The Customer Service Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets, policies, procedures to support the functional infrastructure. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. Experience Level Expert Level Job Type & LocationThis is a Contract position based out of Washington, DC. Pay and BenefitsThe pay range for this position is $40.00 - $55.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully onsite position in Washington,DC. Application DeadlineThis position is anticipated to close on Jul 2, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.