Candidates must be U.S. citizens and able to obtain and maintain a government security clearance if offered the position. We are seeking an experienced IT Service Desk Manager to lead day-to-day Service Desk operations and ensure reliable, high-quality end-user support across on-premises and cloud environments. This position will oversee ticket workflows, service levels, team performance, escalations, knowledge management, and continuous improvement while partnering closely with Infrastructure and Cybersecurity teams. This is a hands-on leadership role requiring a strong combination of Service Desk management experience, technical troubleshooting capabilities, and the ability to develop and lead a technical support team. Key Responsibilities Lead the daily operations of the IT Service Desk and associated technical support staff. Manage the identification, prioritization, escalation, and resolution of incidents and service requests. Monitor ticket queues, service levels, response times, and overall Service Desk performance. Provide leadership, coaching, training, and development to Service Desk team members. Manage employee performance, work objectives, and staffing needs. Serve as an escalation point for complex desktop, server, network, and end-user support issues. Provide Tier 2-level technical support as needed for escalated incidents, outages, and performance issues. Monitor and troubleshoot issues involving physical and virtual network environments. Prepare and present Service Desk metrics, operational reports, and performance trends to IT leadership. Partner with Infrastructure and Cybersecurity teams on IT projects, system changes, service continuity, and technical initiatives. Maintain documentation and support IT audit and compliance requirements. Use metrics and trend analysis to identify recurring issues, improve first-contact resolution, and drive continuous improvement. Required Qualifications Bachelor's degree in Computer Science or a related technical discipline. 10+ years of IT experience within a mid-to-large enterprise environment. 5+ years of IT Service Desk lead/management experience. Strong experience leading technical support personnel and managing Service Desk operations. Experience supporting Microsoft-based enterprise environments, including Microsoft 365 and Azure. Strong understanding of incident management, service requests, escalations, SLAs, ticket queues, and Service Desk metrics. Working knowledge of desktop, server, networking, and general IT infrastructure support. Strong communication, leadership, troubleshooting, and customer service skills. Preferred Qualifications ITIL 4 Foundation certification. Knowledge of NIST standards, including
NIST SP 800-171.
Experience supporting audit, compliance, and documentation requirements. Experience using operational metrics to improve Service Desk performance and reduce recurring incidents.
Pay:
$45.00 - $55.00 per hour Expected hours: 40.0 per week Application Question(s): Are you a U.S. Citizen with the ability to obtain and maintain a Government Security Clearance if hired? Do you currently reside with in a 45 minute radius of the Knoxville TN area?
