Service Desk Manager

Location: Washington, DC, USA; onsite five days per week

Salary: $140,000–$160,000 per year

Company

hirify.global, Inc. is a federal contractor delivering information technology and network solutions to government customers.

What you will do

• Lead Tier 1, Tier 2, and Tier 3 Service Desk operations and ensure incidents and requests are resolved within established service levels.
• Direct ITIL-aligned Incident, Request, Problem, Change, Knowledge, and Service Level Management processes.
• Coordinate major incident response, root cause analysis, service restoration, and cross-functional collaboration with infrastructure, network, cloud, endpoint, cybersecurity, and engineering teams.
• Manage staffing, training, coaching, resource allocation, on-call coverage, and professional development for Service Desk personnel.
• Establish KPIs, service levels, dashboards, executive reporting, and data-driven operational planning.
• Lead continuous improvement through workflow optimization, automation, self-service, knowledge management, and ITSM technology improvements.

Requirements

• U.S. citizenship is required.
• Must be able to obtain a Public Trust clearance.
• Must work onsite in Washington, DC, five days per week.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field.
• 8+ years of progressive IT support or service management experience, including 3+ years managing Service Desk or IT support teams.
• Experience with enterprise service delivery, ITSM platforms, ITIL processes, operational metrics, and Agile delivery principles; ITIL certification required.

Nice to have

• PMP certification or equivalent.
• Experience with Power BI or other reporting and analytics platforms.
• Experience supporting large-scale, highly regulated, or government environments.
• Experience delivering enterprise Service Desk solutions and continuous service improvement initiatives.

Culture & Benefits

• Health, dental, vision, pet, and legal insurance.
• 401(k) matching, paid leave, paid holidays, and wellness programs.
• Employer-paid life and disability insurance.
• Professional development and education benefits.
• Veterans-first environment with a focus on collaboration, career growth, and knowledge sharing.