Service Desk Operations Manager

Service Desk Operations Manager Onsite in Ashburn, VA Ability to obtain and maintain a Public Trust clearance.

Nationwide IT Services (NIS) is seeking an experienced and detail-oriented Operations Manager for a potential opportunity to support a 150-person Tier 1 and 2 Service Desk.

This role will lead and oversee the day-to-day operations of a 24x7x365 Technology Service Desk, which provides worldwide IT support to more than 65,000  personnel.

The Service Desk serves as the first line of contact for resolving technology-related issues across nearly 300 enterprise applications and IT services.

The Operations Manager will play a critical role in ensuring superior service delivery, workforce efficiency, compliance with ITIL and HDI best practices, and continuous process improvement.

Service Desk Operations Manager Responsibilities Include :

• Operational Leadership & Customer Service Manage daily Tier 1 and 2 service desk operations, ensuring timely and accurate resolution of customer issues via phone, chat, email, and self-service portals.
• Ensure all staff deliver customer-focused, reliable, and responsive IT support that aligns with client mission needs.
• Proactively monitor contact volume and workflow, adjusting resources to maintain service delivery standards.
• Supervise service desk teams across multiple sites (Ashburn, VA; Orlando, FL; San Antonio, TX) to ensure adequate coverage and staffing across all shifts.
• Oversee staff scheduling, onboarding, offboarding, and compliance with security and background investigation requirements.
• Provide consistent supervisory presence, ensuring staff are aligned to assigned tasks.
• Track, analyze, and report on service desk performance metrics, including agent productivity, First Contact Resolution (FCR), and customer satisfaction.
• Deliver daily, weekly, and monthly performance briefings to government leadership.
• Identify and respond to “operational events” (spikes in volume, wait times, or outages), providing after-action reports and recommendations for improvement.
• Ensure compliance with policies, SOPs, and quality assurance criteria.
• Support the development and maintenance of knowledge management systems, templates, scripted responses, and service catalog items.
• Collaborate with Knowledge Management teams to review, create, and update knowledge base articles (500+ currently maintained).
• Ensure agents receive appropriate training, refresher courses, and remedial coaching to maintain high-quality service delivery.
• Track and report completion of all required government-mandated training.
• Identify opportunities to streamline operations, reduce call / email volumes, and improve customer experience.
• Incorporate customer feedback into operational enhancements and training updates.
• Lead initiatives to strengthen workforce planning, resource allocation, and service delivery processes.

Staffing & Resource Management Quality Assurance & Performance Management Knowledge & Training Management Continuous Improvement Requirements :