Apex Systems
Service Desk Manager – Apex Systems
Join to apply for the
Service Desk Manager
role at
Apex Systems . This position is a 6‑month contract to hire with a 100% onsite requirement at Washington, DC – L'Enfant Plaza.
Base Pay Range $50.00/hr – $72.00/hr
Job Details
Job #:
3013701
Position:
IT Service Desk Manager
Location:
Washington, DC – L'Enfant Plaza (100% ONSITE)
Duration:
6 Month Contract to Hire (2 Option Years Left)
Contact:
email to
[email protected]
– include updated WORD resume, desired hourly/salary rate, and best time to speak.
MUST HAVES
Ability to obtain and maintain a Government Public Trust; Bachelor’s degree and 5‑8+ years of managerial experience; and CompTIA A+ or ITIL certification.
Experience managing or leading teams of 5‑10+ reports.
Deep understanding of Service Desk/ITIL frameworks.
Experience with ITSM tools such as ServiceNow or Remedy.
Key Responsibilities Service Desk Operations
Oversee daily operations of the IT service desk, ensuring all incidents and service requests are logged, tracked, and resolved efficiently.
Develop, implement, and maintain Service Level Agreements (SLAs) focusing on response times, resolution times, and customer satisfaction.
Establish procedures and workflows to deliver consistent, high‑quality IT support aligned with requirements.
Performance Monitoring & Reporting
Implement systems to capture and report service metrics, including trends in product or service issues and customer feedback.
Analyze data to identify recurring issues and recommend process improvements.
Prepare and present regular reports to leadership on service desk performance and SLA compliance.
Team Leadership & Development
Lead, mentor, and manage a team of service desk professionals, fostering a culture of accountability, professionalism, and customer service excellence.
Conduct performance evaluations and develop individual growth plans for team members.
Provide training and guidance to enhance technical skills and customer interaction capabilities.
Strategic Alignment & Continuous Improvement
Align service desk strategies with client objectives and federal IT standards.
Develop budgets, functional strategies, and operational guidelines for the service desk sub‑function.
Drive continuous improvement initiatives, including process optimization, automation, and adoption of best practices.
Coordinate with other IT teams to ensure effective incident escalation, root cause analysis, and change management.
Qualifications & Requirements
Federal IT or government contract experience preferred.
Deep understanding of IT service desk operations and ITIL frameworks.
Strong knowledge of the broader IT department functions and interdependencies.
Strong leadership, communication, problem‑solving, and analytical skills.
Ability to develop budgets, guidelines, and procedures for a sub‑function.
Benefits Overview Benefits include medical, dental, vision, life, and disability insurance, an Employee Stock Purchase Program, a 401(k) plan with company matching, a Health Savings Account, an Employee Assistance Program with up to 8 counseling sessions, corporate discounts, and professional development opportunities such as certification prep and access to training resources.
EEO Statement Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at
[email protected]
or 844‑463‑6178.
#J-18808-Ljbffr
Service Desk Manager
role at
Apex Systems . This position is a 6‑month contract to hire with a 100% onsite requirement at Washington, DC – L'Enfant Plaza.
Base Pay Range $50.00/hr – $72.00/hr
Job Details
Job #:
3013701
Position:
IT Service Desk Manager
Location:
Washington, DC – L'Enfant Plaza (100% ONSITE)
Duration:
6 Month Contract to Hire (2 Option Years Left)
Contact:
email to
[email protected]
– include updated WORD resume, desired hourly/salary rate, and best time to speak.
MUST HAVES
Ability to obtain and maintain a Government Public Trust; Bachelor’s degree and 5‑8+ years of managerial experience; and CompTIA A+ or ITIL certification.
Experience managing or leading teams of 5‑10+ reports.
Deep understanding of Service Desk/ITIL frameworks.
Experience with ITSM tools such as ServiceNow or Remedy.
Key Responsibilities Service Desk Operations
Oversee daily operations of the IT service desk, ensuring all incidents and service requests are logged, tracked, and resolved efficiently.
Develop, implement, and maintain Service Level Agreements (SLAs) focusing on response times, resolution times, and customer satisfaction.
Establish procedures and workflows to deliver consistent, high‑quality IT support aligned with requirements.
Performance Monitoring & Reporting
Implement systems to capture and report service metrics, including trends in product or service issues and customer feedback.
Analyze data to identify recurring issues and recommend process improvements.
Prepare and present regular reports to leadership on service desk performance and SLA compliance.
Team Leadership & Development
Lead, mentor, and manage a team of service desk professionals, fostering a culture of accountability, professionalism, and customer service excellence.
Conduct performance evaluations and develop individual growth plans for team members.
Provide training and guidance to enhance technical skills and customer interaction capabilities.
Strategic Alignment & Continuous Improvement
Align service desk strategies with client objectives and federal IT standards.
Develop budgets, functional strategies, and operational guidelines for the service desk sub‑function.
Drive continuous improvement initiatives, including process optimization, automation, and adoption of best practices.
Coordinate with other IT teams to ensure effective incident escalation, root cause analysis, and change management.
Qualifications & Requirements
Federal IT or government contract experience preferred.
Deep understanding of IT service desk operations and ITIL frameworks.
Strong knowledge of the broader IT department functions and interdependencies.
Strong leadership, communication, problem‑solving, and analytical skills.
Ability to develop budgets, guidelines, and procedures for a sub‑function.
Benefits Overview Benefits include medical, dental, vision, life, and disability insurance, an Employee Stock Purchase Program, a 401(k) plan with company matching, a Health Savings Account, an Employee Assistance Program with up to 8 counseling sessions, corporate discounts, and professional development opportunities such as certification prep and access to training resources.
EEO Statement Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at
[email protected]
or 844‑463‑6178.
#J-18808-Ljbffr