Service Desk Manager (5577)

As Service Desk Manager, you’ll oversee Service/Help Desk operations and ensure the delivery of high-quality support services. This role involves managing the team and processes for service requests, incidents, and problems in alignment with ITIL best practices. The ideal candidate will lead a 24/7/365 Service Desk operation, driving efficiency, customer satisfaction, and continuous improvement across IT support services.

We know that you can’t have great technology services without amazing people. At MetroStar, we are obsessed with our people and have led a two-decade legacy of building the best and brightest teams. Because we know our future relies on our deep understanding and relentless focus on our people, we live by our mission: A passion for our people. Value for our customers.

If you think you can see yourself delivering our mission and pursuing our goals with us, then check out the job description below!

What you’ll do:

• Monitor and prioritize incoming service requests, incidents, and problems to ensure timely resolution.


• Coordinate and manage shift schedules to maintain 24/7/365 Service Desk coverage.


• Track and analyze performance metrics, identifying areas for improvement and implementing solutions.


• Serve as the primary escalation point for high-severity incidents, coordinating resolution efforts across teams.


• Conduct regular team meetings and training sessions to enhance skills and maintain alignment with goals.


• Update and maintain knowledge base articles to support end-users and Service Desk analysts.


• Collaborate with IT teams to resolve recurring issues and improve system reliability.


• Prepare reports on Service Desk performance, including SLA adherence, ticket resolution times, and customer satisfaction scores.

What you’ll need to succeed:

• Active DoD Secret security clearance


• Bachelor’s Degree from an accredited college or university 8-years of relevant experience.


• 7 years overseeing Service Desk operations, including service request, incident & problem ITIL processes.


• 3 years’ experience managing a 24/7/365 Service Desk supporting 15 K Users.


• You currently hold the following certifications: ITIL4 Practice Manager: Plan, Implement, and Control and HDI Technical Service Professional


• Experience with Service Desk management tools such as ServiceNow, Jira Service Management, or similar platforms.


• Excellent communication and collaboration skills.


• Strong customer service orientation and the ability to build positive relationships with stakeholders.


• Ability to manage multiple priorities and deliver results in a fast-paced environment.

Like we said, we are big fans of our people. That’s why we offer a generous benefits package, professional growth, and valuable time to recharge. Learn more about our company culture code and benefits. Plus, check out our accolades.

Don’t meet every single requirement? 

Studies have shown that women, people of color and the LGBTQ community are less likely to apply to jobs unless they meet every single qualification.  At MetroStar we are dedicated to building a diverse, inclusive, and authentic culture, so, if you’re excited about this role, but your previous experience doesn’t align perfectly with every qualification in the job description, we encourage you to go ahead and apply.  We pride ourselves on making great matches, and you may be the perfect match for this role or another one we have. Best of luck! – The MetroStar People & Culture Team

What we want you to know:

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

MetroStar Systems is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of MetroStar Systems.

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"EEO IS THE LAW MetroStar Systems, LLC (MetroStar) invites any employee and/or applicant to review the Company’s Affirmative Action Plan. This plan is available for inspection upon request by emailing msshr@metrostar.com."