Service Desk Manager

Service Desk Manager (SDM)

Galapagos Federal Systems, LLC is seeking a motivated and experienced Service Desk Manager (SDM) to lead a team of IT professionals delivering front-line technical support to end users. This role is vital to ensuring reliable, timely, and effective IT services that directly support mission success. The SDM will oversee daily service desk operations, mentor and develop staff, and drive continuous improvement initiatives that enhance service quality and customer satisfaction. The SDM will work closely with users, IT leadership, and cross-functional teams to resolve issues, optimize service desk performance, and implement industry best practices in IT support operations. This is a high-impact leadership opportunity that blends technical expertise with customer service excellence.

Skills/Experience:

• Active Public Trust Clearance
• 5+ years of experience managing an IT service desk
• Proven leadership abilities with experience supervising and mentoring technical staff
• Strong written and verbal communication skills, with the ability to engage effectively at all organizational levels
• Demonstrated success in developing and implementing employee training programs and performance improvement plans
• Hands-on knowledge of desktop and laptop hardware, peripherals, and troubleshooting methods
• Expertise with Windows 10, macOS (OSX), and common office productivity applications
• Experience with issue tracking and ticketing systems (e.g., ServiceNow) to record, monitor, and resolve trouble tickets
• Strong analytical and problem-solving skills, with the ability to research and resolve complex technical issues

Education/Certifications:

• Associates degree or equivalent experience
• CompTIA A+ certification (required)
• Information Technology Infrastructure Library (ITIL) v4 Foundations certification (required)

Benefits:

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Paid Parental leave
• Tuition reimbursement
• Paid federal holidays

Security Clearance: Must be a U.S. Citizen. A high-level Department of Defense active security clearance is/may be required for this position. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

Physical Requirements: Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner, and that may include lifting up to thirty pounds, as necessary.

Company Summary: Headquartered in Hawaii, Galapagos Federal Systems, LLC, is an SBA-Certified NHO-owned 8(a) Small Business specializing in global information technology solutions. We deliver professional services in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services. Leveraging over 30 years of experience supporting both federal and commercial markets, our team brings innovative expertise to complex IT challenges, delivering solutions across the globe. Galapagos Federal Systems, LLC is an equal opportunity employer.