Service Desk Manager (SDM)

Service Desk Manager

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.

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.