Top 368 Service desk manager Jobs in Falls Church, Va

Service Desk Manager
ICF —Washington, DC
- $89,261 - $151,744 a year
- Full-time
- Hybrid work
- Bachelor's degree
- US work authorization
- Fair chance
Help Desk Manager
Stanley Martin Homes, LLC —Reston, VA
- $110,600 - $128,600 a year
- 8 hour shift
- Experience equivalent to degree accepted
- Senior level
- Business
- Paid parental leave
- Health savings account
Quick Apply
Senior Manager, Service Desk
Everfox —Herndon, VA
- $163,900 - $198,300 a year
- Email
- Hybrid work
- Computer Science
- Office
- Analysis skills
- Paid time off
- 401(k) matching
14d
Service Desk Manager
Alliance Defending Freedom —Arlington, VA
- $92,000 - $147,900 a year
- Computer science
- Computer Science
- Office
- Paid holidays
- Disability insurance
Quick Apply
Apple/macOS Subject Matter Expert (Computer Engineering, Senior Associate)
The MIL Corporation —Washington, DC
- $131,000 - $145,000 a year
- Bachelor of Science
- Bachelor's degree
- Experience equivalent to degree accepted
- Health insurance
- Tuition reimbursement
Program Manager (PgM)
E Logic —Washington, DC
- Full-time
- Mentoring
- Contracts
- Senior level
Quick Apply
Data Center Project Manager
NTI Connect LLC —Manassas, VA
- $85,000 - $115,000 a year
- Full-time
- 5 years
- Mid-level
- Office
- Paid holidays
- Disability insurance
Quick Apply
F-35 Project Manager | Secret clearance
General Dynamics Information Technology —Arlington, VA
- $107,744 - $143,750 a year
- Hybrid work
- Bachelor of Science
- Travel
- Senior level
- Paid time off
- 401(k) matching
HELP DESK MANAGER (MAC SPECIALIST / QUALITY ASSURANCE) - Top Secret clearance
General Dynamics Information Technology —Washington, DC
- $107,744 - $126,500 a year
- Bachelor of Science
- English
- Mid-level
- Paid holidays
- On-the-job training
Senior Systems Engineer
MANTECH —Chantilly, VA
- Weekends as needed
- 5 years
- Office
- Windows
8d
Senior Customer Service Position
Stream Valley Veterinary Hospital —Broadlands, VA
- $22 - $25 an hour
- Full-time
- Computer literacy
- Bachelor of Science
- Mid-level
- Health insurance
- 401(k)
Quick Apply
Service Desk Manager
Peraton —Washington, DC
- $112,000 - $179,000 a year
- Computer science
- Computer Science
- 5 years
- Health savings account
- Paid holidays
Help Desk Manager Level I
ActioNet —Rosslyn, VA
- Up to $165,000 a year
- Full-time
- Computer science
- Computer Science
- Mid-level
Quick Apply
Help Desk Manager
Integral —Tysons Corner, VA
- $120,000 - $135,000 a year
- Full-time
- 5 years
- Bachelor's degree
- Mentoring
- Paid parental leave
- Paid holidays
Service Desk Manager
DMI —Washington, DC
- $109,525.50 - $119,023.50 a year
- Full-time
- Senior level
- Commercial
- Disability insurance
- Health insurance
Service Desk Manager
Unissant —Washington, DC
- Extended hours
- Remote
- Up to 50% travel
- 5 years
- Office
Quick Apply
Service Desk Manager - Contingent
Aretum —Arlington, VA
- $105,000 - $130,000 a year
- Full-time
- Management
- 5 years
- Research
- AD&D insurance
- Disability insurance
Quick Apply
10d
Service Desk Manager
The Heritage Foundation —Washington, DC
- $85,000 - $100,000 a year
- Full-time
- Azure
- Mid-level
- Office
- Dental insurance
- Paid time off
Lead Service Desk Manager
General Dynamics Information Technology —Bethesda, MD
- $140,250 - $189,750 a year
- Hybrid work
- 8 years
- Bachelor's degree
- Travel
- Paid holidays
- 401(k) matching
Service Desk Manager
Centuria —Alexandria, VA
- Computer science
- Computer Science
- Bachelor of Science
Quick Apply

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service desk manager jobs near falls church, va

Service Desk Manager

ICF -
Washington, DC

Apply Now

Job Details

Full-time
$89,261 - $151,744 a year

Qualifications

Managing technical support teams
Managing teams in a customer support role
Managing clients in a customer support role
AI-driven automation
ITIL implementation
Government healthcare agency experience
Ticketing system technical support

Full Job Description

Description

This role is contingent upon a contract award.

ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to the Program Manager, this role owns the full operational lifecycle of a single-tier service desk, with direct accountability for customer satisfaction, Tier Zero deflection performance, knowledge management, and continuous improvement.

The ideal candidate has run federal IT service desk operations and understands what it takes to deliver AI-enabled service at scale. This is an operational leadership role. The right candidate is comfortable managing technicians, owning KPIs, and engaging directly with program leadership and client stakeholders.

Job Location: This is a hybrid position based in the Washington, DC Metro area. Onsite client support is required during regional business hours (0700 to 1800 local time).

This position requires that the job be performed in the United States. If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.

What You'll Be Doing

Lead day-to-day operations of a single-tier service desk where technicians own incidents and service requests from intake through closure, minimizing handoffs and keeping accountability at the technician level.

Own service desk performance metrics including CSAT, Customer Effort Score (CES), Tier Zero deflection rate, ticket resolution time, and first-contact resolution. Drive continuous improvement against contractual targets.

Oversee the design, build-out, and ongoing improvement of Tier Zero self-service capabilities, including virtual agents, knowledge portals, and automated troubleshooting tools. Coordinate with AI and automation teams to support implementation.

Maintain a wiki-style, role-based knowledge base with accurate, plain-language content for both end users and technicians. Conduct regular content reviews and enforce quality standards to keep the knowledge base current.

Ensure all tickets are properly categorized, prioritized, documented, and analyzed for root cause. Maintain data integrity for reporting and trend analysis.

Coordinate staffing and resource allocation to maintain appropriate customer-to-technician ratios, including surge coverage and specialized onsite support for executive and leadership needs.

Coordinate end-to-end IT and AV support for client meetings and events, including setup, testing, troubleshooting, and event staff coordination.

Prepare and present service desk performance reporting for governance forums, program management reviews, and client stakeholders.

Apply ITIL-based service management practices across the service desk. Promote an automation-first approach using AI for predictive maintenance, intelligent routing, and proactive issue detection.

Support after-hours on-call coverage for mission-critical and high-priority incidents as directed by client leadership.

Minimum Requirements

Bachelor's degree or equivalent

7+ years of experience managing IT service desk or end-user support operations, including at least 3 years in a federal or government-adjacent environment

2+ years of experience 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

3+ years of hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management

U.S. Citizenship required due to federal contract requirements

Ability to obtain and maintain a Public Trust background investigation

Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US

Preferred Qualifications

HDI Support Center Manager certification or equivalent

Experience using data and analytics to manage service desk performance, including dashboard-driven reporting and ticket trend analysis

Familiarity with Section 508 and WCAG accessibility compliance requirements for digital content and tools

Familiarity with modern endpoint environments such as Intune or Jamf as context for service desk triage and escalation

Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact [email protected] for assistance.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at [email protected]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is:

$89,261.00 - $151,744.00

DC Remote Office (DC99)

Apply Now

Refine Your Search

service desk manager jobs in falls church, va

Service Desk Manager

Help Desk Manager

Senior Manager, Service Desk

Service Desk Manager

Apple/macOS Subject Matter Expert (Computer Engineering, Senior Associate)

Program Manager (PgM)

Data Center Project Manager

F-35 Project Manager | Secret clearance

HELP DESK MANAGER (MAC SPECIALIST / QUALITY ASSURANCE) - Top Secret clearance

Senior Systems Engineer

Senior Customer Service Position

Service Desk Manager

Help Desk Manager Level I

Help Desk Manager

Service Desk Manager

Service Desk Manager

Service Desk Manager - Contingent

Service Desk Manager

Lead Service Desk Manager

Service Desk Manager

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