What are the responsibilities and job description for the Service Desk Manager position at DAWNE IT Solutions?
- About DAWNE IT Solutions, Inc.
- DAWNE IT Solutions is a Washington, DC small business delivering responsive federal IT managed services. This position supports a mission-driven federal cultural institution and is contingent on contract award.
Role Summary
We are hiring a Service Desk Manager to lead onsite IT service operations for approximately 700 users across several DC-area sites, in a Google Workspace and AWS environment, using an ITIL 4 framework with a white-glove customer-service standard.
Responsibilities
- Lead the Technical Service Desk and own the incident and problem lifecycle.
- - Deliver onsite-first, white-glove support; set and hold SLAs (P1 15-minute response / 4-hour resolution through P4).
- - Supervise Tier 1/2 technicians and coordinate with Tier 3 leads; drive first-contact resolution, knowledge base, service catalog, and self-service.
- - Administer the ITSM platform (Zendesk and/or ServiceNow); run Problem Management with root-cause analysis; produce daily/weekly/monthly reports.
- - Partner with the customer CIO/CISO; lead the 90-day transition and continual service improvement.
Required Qualifications
- ITIL 4 Foundations certification.
- - 5 years leading IT service desk or help desk operations, including team supervision.
- - Hands-on ITSM platform administration (Zendesk and/or ServiceNow).
- - Google Workspace experience; familiarity with AWS.
- - Ability to obtain U.S. federal suitability/badging (public trust). Onsite in Washington, DC.
Preferred
- HDI Support Center Manager certification; federal or cultural-institution experience.
To Apply
Email a resume to careers@dawneitsolutions.com. DAWNE IT Solutions is an equal opportunity employer; consideration is based on merit and qualifications. No visa sponsorship is available. This position is contingent on contract award.