Service Desk Manager (SDM)

Washington, DC
Full Time
Senior Manager/Supervisor
Company Overview
Development InfoStructure LLC., (Devis) is a leading provider of innovative software development, management, and consulting services, specializing in cutting-edge technologies such as DevSecOps, AI, and Machine Learning. With over 30 years of experience, we have established ourselves as a trusted partner for government agencies, delivering tailored, mission-critical solutions that drive digital transformation and operational excellence. Our client-centric approach, coupled with our deep domain expertise and technical prowess, enables us to forge enduring relationships and consistently deliver high-impact, adaptive solutions that resonate with the unique needs of the public sector.

Job Overview
As Service Desk Manager, you will oversee daily operations of a 24x7x365 IT service desk supporting Library staff, contractors, and public-facing systems. You will lead a diverse team providing phone, email, chat, and in-person technical support while ensuring exceptional service delivery across all Library Service Units and external partners.

This role is contingent upon contract award, and will be full-time, on-site position, based at the Library of Congress located on Capitol Hill in Washington, DC with core hours Monday-Friday: 7:00 AM to 5:30 PM

What You'll Do

Lead Service Operations
  • Manage multi-tiered IT service desk operations supporting thousands of users
  • Oversee 24x7x365 contact center and Technology Assistance Center operations (7AM-5:30PM weekdays)
  • Coordinate specialized support for Congressional Research Service, Copyright Office systems, and public reading rooms
  • Ensure seamless integration with Library's ServiceNow ITSM platform and automated call distribution systems
Drive Team Excellence
  • Supervise and mentor service desk personnel across multiple skill levels and functional areas
  • Develop training programs and performance improvement plans
  • Manage recruitment, staffing levels, and succession planning to meet service level agreements
  • Foster continuous improvement culture focused on customer satisfaction
Monitor Performance & Quality
  • Track and report on SLA performance targets (92-97% resolution rates depending on service type)
  • Implement quality control programs meeting federal standards and contractual requirements
  • Generate comprehensive operational reports and performance analytics
  • Coordinate customer satisfaction initiatives and quality assurance reviews
Manage Complex Technical Environment
  • Oversee ticket workflow optimization and data integrity within ServiceNow
  • Coordinate major incident management and service disruption protocols
  • Manage knowledge base development for agents and end-users
  • Support Audio/Visual services for major Library events including the National Book Festival

What We're Looking For

Required Qualifications
 
Education & Experience
  • Bachelor's degree and 6 years of experience in professional IT or related field OR 8 years of experience in professional IT or related field
  • At least 5 years managing an IT service desk or help desk operation
Technical Skills
  • Strong knowledge of desktop/laptop hardware and peripherals
  • Proficiency with Windows 10/11 and OSX operating systems
  • Experience with issue tracking systems (ServiceNow preferred)
  • Understanding of common office applications and network connectivity
  • Strong problem-solving and analytical research abilities
Required Certifications
  • CompTIA A+ certification (current)
  • ITIL v4 Foundations certification
  • ITIL v4, CCIE, CCNP, or other master-level certifications
Leadership Capabilities
  • Proven experience managing teams across multiple functional areas
  • Strong written and verbal communication skills
  • Experience developing employee training and performance improvement plans
  • Demonstrated ability to work effectively under pressure in time-sensitive environments

Preferred Qualifications
 
  • Experience managing government contracts preferred; federal agency experience highly desirable
  • Experience with Project Lifecycle Management (PMLC) methodologies
  • Knowledge of Capability Maturity Model Integration (CMMI)
  • Previous experience supporting federal legislative branch agencies
  • Experience managing 24x7 service desk operations with 100+ staff members
  • Advanced ITIL certifications (ITIL Expert or Master level)
  • Experience with performance-based service acquisitions (PBSA)
  • Scaled Agile Framework (SAFe) certification or experience
  • ServiceNow platform administration experience
  • Experience with Library or similar cultural institution operations

Performance Expectations

Success in this role means:
  • Maintaining accountability for contract performance across all service lines
  • Meeting or exceeding all Service Level Agreements (SLAs)
  • Successfully leading strategic initiatives that enhance service delivery and operational efficiency
  • Building and maintaining positive stakeholder relationships across government and contractor teams
Special Requirements
  • Must submit to and successfully complete federal background investigation for privileged access
  • Must obtain Library-issued identification badge and maintain continuous compliance with security requirements
  • Must complete Library of Congress mandatory information security training annually
  • Must be available for on-site presence during major incidents or service disruptions
  • Position requires U.S. citizenship or permanent resident status
  • Must maintain appropriate professional appearance and conduct when on Library premises
Salary Range
  • $130,000 to $140,000

Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin or disability.

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