Service Desk Manager

Service Desk Manager

Amentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations. With over 60 years of experience, Amentum supports the execution of complex and critical missions by providing global logistics and stability operations, technical services and national security solutions to customers around the world. Amentum has a workforce of approximately 50,000 people in over 80 countries on all seven continents and is headquartered in Chantilly, VA

Amentum is seeking a Service Desk Manager for a large-scale contract operated in the Washington, DC metro area to consolidate and modernize IT, cybersecurity, and network services across all 50 states and territories.  The Service Desk Manager shall oversee the day-to-day activities of service desk operations to ensure ARNG end users receive the support they require.

We are pipelining candidates for a future contract award.

The candidate will perform the following duties:

• Oversee daily support operations, ensure service levels are met, and maintain high customer satisfaction.
• Manage the entire life cycle of incidents and service requests, including prioritization, escalation, and resolution.
• Develop and refine processes, often using ITIL frameworks, to improve efficiency and service quality.
• Monitor performance, track KPIs, and provide regular reports to management on service desk performance and trends.
• Communicate with IT management, other business units, and external vendors to align goals and manage service contracts.
• Handle escalated issues, conduct root cause analysis, and oversee change and release management processes. 
• Other duties as assigned.

Required Qualifications:

• A minimum of ten years of relevant IT experience including a minimum of five years of hands-on service desk management experience.
• ITIL® 4 Managing Professional or a higher certification in either category.
• Possess the appropriate certifications to achieve DoD 8570.01-M Information Assurance Manager (IAM) Level I.
• Active SECRET US Government Clearance. Note: US Citizenship is required to maintain a SECRET Clearance.

Preferred Qualifications:

• Experience managing service operations, as a service manager, against SLAs on a DoD TO/contract.

Work Environment:

•  This position is performed in a traditional office environment.  

Physical Demands:

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers to handle, or feel objects, tools or controls; use fingers and hands to type or write; reach with hands and arms; talk or hear; taste or smell. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Compensation and Benefits

Hiring salary range is $99k-$127K (Salary to be determined by the education, experience, knowledge, skills, and the abilities of the applicant internal equity, and alignment with market data.)

This position includes a competitive benefits package. For more detailed information on our benefits and what it is like to work for Amentum: Please visit our careers site: www.amentumcareers.com

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed,  marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal laws and supplemental language at Labor Laws Posters.