Development InfoStructure
Service Desk Manager (SDM)
Development InfoStructure, Washington, District of Columbia, us, 20022
Company Overview
Development InfoStructure LLC., (Devis) is a leading provider of innovative software development, management, and consulting services, specializing in cutting-edge technologies such as DevSecOps, AI, and Machine Learning. With over 30 years of experience, we have established ourselves as a trusted partner for government agencies, delivering tailored, mission-critical solutions that drive digital transformation and operational excellence. Our client-centric approach, coupled with our deep domain expertise and technical prowess, enables us to forge enduring relationships and consistently deliver high-impact, adaptive solutions that resonate with the unique needs of the public sector. Job Overview
As Service Desk Manager, you will oversee daily operations of a 24x7x365 IT service desk supporting Library staff, contractors, and public-facing systems. You will lead a diverse team providing phone, email, chat, and in-person technical support while ensuring exceptional service delivery across all Library Service Units and external partners. This role is contingent upon contract award, and will be full-time, on-site position, based at the Library of Congress located on Capitol Hill in Washington, DC with core hours Monday-Friday: 7:00 AM to 5:30 PM. What You'll Do
Lead Service Operations: Manage multi-tiered IT service desk operations supporting thousands of users Lead 24x7x365 contact center and Technology Assistance Center operations (7AM-5:30PM weekdays) Coordinate specialized support for Congressional Research Service, Copyright Office systems, and public reading rooms Ensure seamless integration with Library's ServiceNow ITSM platform and automated call distribution systems Drive Team Excellence
Supervise and mentor service desk personnel across multiple skill levels and functional areas Develop training programs and performance improvement plans Manage recruitment, staffing levels, and succession planning to meet service level agreements Foster continuous improvement culture focused on customer satisfaction Monitor Performance & Quality
Track and report on SLA performance targets (92-97% resolution rates depending on service type) Implement quality control programs meeting federal standards and contractual requirements Generate comprehensive operational reports and performance analytics Coordinate customer satisfaction initiatives and quality assurance reviews Manage Complex Technical Environment
Oversee ticket workflow optimization and data integrity within ServiceNow Coordinate major incident management and service disruption protocols Manage knowledge base development for agents and end-users Support Audio/Visual services for major Library events including the National Book Festival What We're Looking For
Required Qualifications Education & Experience
Bachelor's degree and 6 years of experience in professional IT or related field OR 8 years of experience in professional IT or related field At least 5 years managing an IT service desk or help desk operation Technical Skills
Strong knowledge of desktop/laptop hardware and peripherals Proficiency with Windows 10/11 and OSX operating systems Experience with issue tracking systems (ServiceNow preferred) Understanding of common office applications and network connectivity Strong problem-solving and analytical research abilities Required Certifications
CompTIA A+ certification (current) ITIL v4 Foundations certification ITIL v4, CCIE, CCNP, or other master-level certifications Leadership Capabilities
Proven experience managing teams across multiple functional areas Strong written and verbal communication skills Experience developing employee training and performance improvement plans Demonstrated ability to work effectively under pressure in time-sensitive environments Preferred Qualifications
Experience managing government contracts preferred; federal agency experience highly desirable Experience with Project Lifecycle Management (PMLC) methodologies Knowledge of Capability Maturity Model Integration (CMMI) Previous experience supporting federal legislative branch agencies Experience managing 24x7 service desk operations with 100+ staff members Advanced ITIL certifications (ITIL Expert or Master level) Experience with performance-based service acquisitions (PBSA) Scaled Agile Framework (SAFe) certification or experience ServiceNow platform administration experience Experience with Library or similar cultural institution operations Performance Expectations
Maintaining accountability for contract performance across all service lines Meeting or exceeding all Service Level Agreements (SLAs) Successfully leading strategic initiatives that enhance service delivery and operational efficiency Building and maintaining positive stakeholder relationships across government and contractor teams Special Requirements
Must submit to and successfully complete federal background investigation for privileged access Must obtain Library-issued identification badge and maintain continuous compliance with security requirements Must complete Library of Congress mandatory information security training annually Must be available for on-site presence during major incidents or service disruptions Position requires U.S. citizenship or permanent resident status Must maintain appropriate professional appearance and conduct when on Library premises Salary Range
$130,000 to $140,000 Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin or disability.
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Development InfoStructure LLC., (Devis) is a leading provider of innovative software development, management, and consulting services, specializing in cutting-edge technologies such as DevSecOps, AI, and Machine Learning. With over 30 years of experience, we have established ourselves as a trusted partner for government agencies, delivering tailored, mission-critical solutions that drive digital transformation and operational excellence. Our client-centric approach, coupled with our deep domain expertise and technical prowess, enables us to forge enduring relationships and consistently deliver high-impact, adaptive solutions that resonate with the unique needs of the public sector. Job Overview
As Service Desk Manager, you will oversee daily operations of a 24x7x365 IT service desk supporting Library staff, contractors, and public-facing systems. You will lead a diverse team providing phone, email, chat, and in-person technical support while ensuring exceptional service delivery across all Library Service Units and external partners. This role is contingent upon contract award, and will be full-time, on-site position, based at the Library of Congress located on Capitol Hill in Washington, DC with core hours Monday-Friday: 7:00 AM to 5:30 PM. What You'll Do
Lead Service Operations: Manage multi-tiered IT service desk operations supporting thousands of users Lead 24x7x365 contact center and Technology Assistance Center operations (7AM-5:30PM weekdays) Coordinate specialized support for Congressional Research Service, Copyright Office systems, and public reading rooms Ensure seamless integration with Library's ServiceNow ITSM platform and automated call distribution systems Drive Team Excellence
Supervise and mentor service desk personnel across multiple skill levels and functional areas Develop training programs and performance improvement plans Manage recruitment, staffing levels, and succession planning to meet service level agreements Foster continuous improvement culture focused on customer satisfaction Monitor Performance & Quality
Track and report on SLA performance targets (92-97% resolution rates depending on service type) Implement quality control programs meeting federal standards and contractual requirements Generate comprehensive operational reports and performance analytics Coordinate customer satisfaction initiatives and quality assurance reviews Manage Complex Technical Environment
Oversee ticket workflow optimization and data integrity within ServiceNow Coordinate major incident management and service disruption protocols Manage knowledge base development for agents and end-users Support Audio/Visual services for major Library events including the National Book Festival What We're Looking For
Required Qualifications Education & Experience
Bachelor's degree and 6 years of experience in professional IT or related field OR 8 years of experience in professional IT or related field At least 5 years managing an IT service desk or help desk operation Technical Skills
Strong knowledge of desktop/laptop hardware and peripherals Proficiency with Windows 10/11 and OSX operating systems Experience with issue tracking systems (ServiceNow preferred) Understanding of common office applications and network connectivity Strong problem-solving and analytical research abilities Required Certifications
CompTIA A+ certification (current) ITIL v4 Foundations certification ITIL v4, CCIE, CCNP, or other master-level certifications Leadership Capabilities
Proven experience managing teams across multiple functional areas Strong written and verbal communication skills Experience developing employee training and performance improvement plans Demonstrated ability to work effectively under pressure in time-sensitive environments Preferred Qualifications
Experience managing government contracts preferred; federal agency experience highly desirable Experience with Project Lifecycle Management (PMLC) methodologies Knowledge of Capability Maturity Model Integration (CMMI) Previous experience supporting federal legislative branch agencies Experience managing 24x7 service desk operations with 100+ staff members Advanced ITIL certifications (ITIL Expert or Master level) Experience with performance-based service acquisitions (PBSA) Scaled Agile Framework (SAFe) certification or experience ServiceNow platform administration experience Experience with Library or similar cultural institution operations Performance Expectations
Maintaining accountability for contract performance across all service lines Meeting or exceeding all Service Level Agreements (SLAs) Successfully leading strategic initiatives that enhance service delivery and operational efficiency Building and maintaining positive stakeholder relationships across government and contractor teams Special Requirements
Must submit to and successfully complete federal background investigation for privileged access Must obtain Library-issued identification badge and maintain continuous compliance with security requirements Must complete Library of Congress mandatory information security training annually Must be available for on-site presence during major incidents or service disruptions Position requires U.S. citizenship or permanent resident status Must maintain appropriate professional appearance and conduct when on Library premises Salary Range
$130,000 to $140,000 Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin or disability.
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