Service Desk Manager

DecisionPoint seeks a Service Desk Manager to lead Tier 1 IT service desk operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD). 

The Service Desk Manager is responsible for overall project management of complex, multi-task IT service desk operations within a large federal enterprise environment. This role ensures operational excellence, Service Level Agreement (SLA) compliance, workforce optimization, and continuous service improvement across multi-channel IT support operations. 

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

• Responsible for overall project management of complex, multi-task IT service desk operations. 
• Plan, organize, and manage groups of employees engaged in various technical duties. 
• Provide administrative and technical direction to personnel and work without supervision. 
• Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance. 
• Coordinate approved task orders and ensure that all services meet required schedules and/or production standards. 
• Establish improved procedures and controls, where necessary, to ensure that all services meet schedule, production, and quality requirements. 
• Provide customer representatives with the status and activities of personnel covered under the contract. 
• Respond to administrative and technical requests from Government customer representatives. 
• Apply continuous evaluation and control measures to ensure operational effectiveness and SLA compliance. 
• Oversee incident and service request lifecycle management using enterprise IT service management platforms. 
• Monitor call patterns and workforce forecasting to maintain SLA compliance and service performance targets. 
• Ensure adherence to standard operating procedures, knowledge management standards, and quality assurance processes. 
• Coordinate escalation to Advanced Problem Resolution (APR) and other support groups.

Clearance Requirement 

Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk). 

Education (Required) 

BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent. 

Experience (Required) 

Five (5) years of successful leadership experience or equivalent combination of education and experience. 

Experience managing enterprise IT service desk operations supporting high-volume, multi-channel environments with formal escalation processes and strict Service Level Agreement (SLA) performance requirements. 

Technical Knowledge (Required) 

• ITIL-based IT Service Management processes 

• Enterprise IT service management platforms (ServiceNow or similar) 

• SLA tracking and KPI performance reporting 

• Workforce management and call pattern monitoring tools 

• Quality assurance and knowledge management processes 

Certifications 

Required: 
ITIL Certification 

Preferred: 
One or more Help Desk Institute (HDI) certifications; HDI Support Center Manager preferred 

Skills 

• Strong team leadership and personnel management 

• Operational oversight of high-volume IT service desk environments 

• Customer service excellence 

• Performance monitoring and reporting 

• Data-driven decision making 

• Clear communication with Government stakeholders 

• Continuous process improvement mindset 

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.