Computer World Services
Service Desk Manager/Quality Assurance
Washington, DC
Sponsorship not specified$119k-$140kDetected 210 days ago
CybersecurityOperations ManagementCustomer SupportResearchLeadershipCommunicationProblem SolvingMentoring
About the role
- The manager provides daily supervision and direction to Service Desk staff supporting users via phone, email, in-person assistance, and ServiceNow.
- Computer World Services is committed to the full inclusion of all qualified individuals.
Nice to have
- Service Desk Operations Management
- Ensure efficient triage, accurate issue identification, and appropriate escalation for complex technical problems.
- Ensure all incidents and service requests are logged in ServiceNow with complete histories, troubleshooting notes, request workflows and resolution steps.
- Coordinate closely with other technical teams and departments for escalated or cross-functional issues.
- Reviews, tests, and analyzes key performance metrics to ensure SLA compliance.
- Staffing, Talent Management & Leadership
- Provide coaching, mentorship, and daily leadership to Service Desk personnel.
- Performance Measurement & SLA Management
Compensation
- $119k-$140k
Visa & Work Authorization
- Security Clearance
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This listing is sourced directly from Computer World Services's careers page and normalized into a canonical job model.