Service Desk Manager

Location: Hybrid in the Washington, DC Metro area; onsite client support is required during 0700–1800 local business hours. The role must be performed in the United States, and access from foreign locations or foreign IP addresses is blocked.

Salary: $89,261–$151,744 per year based on full-time employment.

Company

hirify.global is a global advisory and technology services provider combining consulting expertise with technology solutions for complex client challenges.

What you will do

• Lead daily operations of a single-tier service desk, maintaining technician ownership from intake through closure.
• Own CSAT, Customer Effort Score, Tier Zero deflection, resolution time, and first-contact resolution metrics.
• Design and improve Tier Zero self-service capabilities, including virtual agents, knowledge portals, and automated troubleshooting tools.
• Maintain a role-based knowledge base and ensure ticket categorization, prioritization, documentation, and root-cause analysis.
• Coordinate staffing, surge coverage, executive support, and end-to-end IT and AV support for meetings and events.
• Prepare governance and client reporting, apply ITIL practices, and support after-hours coverage for critical incidents.

Requirements

• Bachelor’s degree or equivalent.
• 7+ years managing IT service desk or end-user support operations, including 3+ years in a federal or government-adjacent environment.
• 2+ years designing or operating Tier Zero and AI-enabled self-service capabilities, including virtual agents or chatbot-based resolution tools.
• 2+ years supporting federal programs in HHS, NIH, FDA, or other health-focused agencies.
• ITIL Foundation certification or equivalent and 3+ years of hands-on experience with ServiceNow or Jira Service Management.
• U.S. citizenship, U.S. work authorization, U.S. residency, and the ability to obtain and maintain a Public Trust background investigation are required.

Nice to have

• HDI Support Center Manager certification or equivalent.
• Experience using dashboards, data, and analytics to manage service desk performance and ticket trends.
• Familiarity with Section 508, WCAG, Intune, or Jamf.

Culture & Benefits

• Full-time employment.
• Collaboration across advisory and technology disciplines.
• Reasonable accommodations are available throughout the application and employment process.
• After-hours on-call support is required for mission-critical and high-priority incidents when directed by client leadership.