Service Desk Manager

Description

The Service Desk Manager serves as the primary lead for the United States Holocaust Memorial Museum (USHMM) Technical Service Desk and is responsible for the end-to-end lifecycle of IT incidents, service requests, and problems. The Service Desk Manager provides operational leadership for a customer-focused IT support environment serving approximately 700 network users across Museum facilities, regional offices, and remote locations.

The position ensures service desk activities are executed in accordance with ITIL 4 principles, established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), Museum procedures, and the Contractor's IT Service Management (ITSM) framework. The Service Desk Manager coordinates Tier 1, Tier 2, Tier 3, vendor, and Museum resources to restore services quickly and identify and eliminate recurring problems.

This position is 100% onsite.

Specific duties include, but are not limited to the following: 

• Provide day-to-day leadership and operational oversight of the Technical Service Desk.
• Manage the complete lifecycle of incidents, service requests, and problems from initial contact through resolution and closure.
• Ensure all customer contacts received through telephone, email, walk-in, and self-service channels are properly documented in the ITSM system.
• Ensure incidents and service requests are appropriately classified, prioritized, assigned, escalated, tracked, and resolved.
• Monitor performance against established SLAs and KPIs and initiate corrective action when service levels are at risk.
• Coordinate seamless escalation and handoffs among Tier 1, Tier 2, Tier 3, Museum IT personnel, security personnel, and third-party vendors.
• Lead Major Incident Management activities for Priority 1 and Priority 2 incidents, including coordination of technical resources and stakeholder communications.
• Facilitate conference bridges and provide timely status updates during critical outages until services are restored.
• Ensure security-related incidents are immediately escalated to the Museum CISO or IT Security Team.
• Lead Problem Management activities and Root Cause Analyses for major incidents and recurring technical issues.
• Analyze incident and service-request trends to identify systemic problems and opportunities for proactive service improvement.
• Maintain Problem Records, documented root causes, workarounds, Known Errors, and associated knowledge articles.
• Develop, maintain, and continuously improve the Service Desk knowledge base, Known Error Database, Service Catalog, and Self-Service Portal.
• Promote first-contact resolution and ensure tickets are resolved within established service-level requirements.
• Ensure customer satisfaction surveys are performed for closed tickets and analyze feedback for service improvement opportunities.
• Coordinate with onsite technicians to maintain the Museum's onsite-first service-delivery approach.
• Maintain effective communication with Museum Technical Monitors and other designated stakeholders.
• Support change management activities and ensure Service Desk personnel understand planned outages, upgrades, and changes that may affect users.
• Develop and maintain Service Desk procedures, escalation processes, workflows, and operational documentation.
• Ensure Service Desk personnel receive appropriate technical, customer service, ITSM, and Museum-specific training.

Required Qualifications

• Demonstrated experience managing an enterprise IT Service Desk or comparable technical support operation.
• Practical experience applying the ITIL 4 Framework, particularly Service Operation and incident/problem management.
• Demonstrated experience managing incident, problem, service request, escalation, and knowledge management processes.
• Experience managing technical teams supporting Tier 1 through Tier 3 services.
• Experience with enterprise ITSM platforms such as ServiceNow, BMC Helix, or equivalent.
• Experience establishing, monitoring, and reporting against SLAs and KPIs.
• Demonstrated ability to manage Priority 1/Major Incidents and coordinate technical escalation across multiple teams and vendors.
• Strong understanding of IT infrastructure, including servers, networks, cloud environments, endpoints, and enterprise applications.
• Demonstrated customer-service leadership and excellent verbal and written communication skills.
• Ability to analyze service data and identify trends, recurring problems, and opportunities for continuous improvement.

Why Work For ISS?

At ISS, we pride ourselves on providing an employee-focused and family first environment. Being a small business, we take the time to get to know our employees and have a vested interest in helping them achieve their career goals. We work to schedule regular social gatherings to foster camaraderie within the company. ISS values their employees by providing a comprehensive benefits package that includes a fully vested 401(k) matching program, coverage of family medical deductibles, spot bonuses, and educational assistance to further your career.

Requirements

Clearance Level: 

None

Certification: 

ITIL 4 Foundation Certification

Preferred Experience

• Experience supporting geographically distributed organizations.
• Experience supporting Federal Government or similarly regulated environments.
• Experience with SolarWinds and infrastructure-monitoring tools.
• Experience with AWS CloudWatch or comparable cloud-monitoring platforms.
• Experience developing Service Catalogs, self-service capabilities, knowledge bases, and automated ITSM workflows.
• Experience working with Change Control Boards and formal change-management processes.