Job Description

Service Desk Manager (ITIL 4 Certified)
Location: Washington, DC
Work Authorization: US Citizen

We are seeking a Service Desk Manager to lead the Technical Service Desk operations and oversee the full lifecycle of IT incidents and problems. This role ensures efficient service delivery, operational stability, and adherence to IT service management best practices.

Key Responsibilities
 Lead and manage the IT Service Desk team and daily operations
 Oversee incident, problem, and service request management processes
 Ensure SLA compliance and service quality standards
 Drive continuous improvement in IT service delivery
 Coordinate with infrastructure and application teams for issue resolution

Required Skills & Qualifications
 Strong practical experience with ITIL 4 Framework (Service Operation focus)
 ITIL 4 Foundation Certification (required)
 Experience managing enterprise-level IT service desks
 Strong leadership and communication skills

Mission Statement

Softthink Solutions’ mission is to drive continuous innovation in IT services by prioritizing product development and implementing trustworthy computing practices. Our focus on secure and reliable product delivery is backed by sound business practices and a commitment to the long-term satisfaction of our clients in every project, regardless of its size or complexity.

Through our innovative solutions and dedicated team of experts, we strive to exceed our clients’ expectations and set the standard for excellence in the IT industry.

Vision Statement

At Softthink Solutions, our vision is to be a trusted partner for our clients, empowering them to bring their ideas to life in the most efficient and effective manner possible. We are committed to using established best practices, industry-standard processes, and cutting-edge technology to deliver top-notch solutions that exceed expectations.

Our goal is to be recognized as leaders in the industry for our innovative, reliable, and secure IT services and solutions, and to drive the success of our clients through every project we undertake.

Careers

STSI is an independent US-based Software services and consulting partner with a primary focus on long-term relationships with both clients and team members.

STSI offers team members cutting-edge technology, training, and career guidance to expand and grow their skill sets and bring maximum value to our clients.

STSI is constantly reviewing and expanding its people strength and strives to optimally match client needs to team member talents. We are a people-oriented company seeking the best and brightest to join our team. We work with a variety of employment statuses – from citizens to permanent residents to H1B and EAD immigrants. We have openings for entry level as well as senior positions across a variety of specializations with active in-house and client projects.

In an industry that’s constantly reinventing itself, STSI challenges its team members and consultants with engagements that involve specialized services and advanced IT solutions – applying agile development principles, methodical planning, creative thinking, and continuous learning. A dynamic environment keeps our team members ahead of the curve by providing:

Opportunities to work with leading multinational clients.
A comprehensive portfolio of solutions that span leading-edge technologies from Enterprise Architecture to Business Intelligence to Quality Assurance
Established methodologies, processes, and mentoring to maximize efficacy and efficiency.
A growing R&D division continually exploring and pioneering the latest technological developments in a variety of disciplines.

About Softthink Solutions

Softthink Solutions | Emerging Innovative IT Services Partner Providing End-End project solutions & Premium Class Services

✓ 8(a) Certified Small Business

✓ HUBZone Certified Small Business

✓ WOSB Certified Small Business

𝗖𝗔𝗚𝗘 𝗖𝗼𝗱𝗲: 6Q9H4

𝗨𝗘𝗜: DRMDXFQJMTU7

𝗦𝗢𝗟𝗨𝗧𝗜𝗢𝗡𝗦

🎯 Cloud

🎯 Cybersecurity

🎯 Data Analytics

𝗗𝗜𝗙𝗙𝗘𝗥𝗘𝗡𝗧𝗜𝗔𝗧𝗢𝗥𝗦

✓ Certifications: ISO 27001, ISO 9001, ISO 20000, CMMIDEV/2, CMMISVC/2

✓ Contract Vehicles: GSA MAS (IT Pro Svcs & HACS) & 8(a) STARS III, CIO SP4 8(a),, OASIS SB 8(a)

✓ Strategic Partnerships: Amazon Web Services (AWS), Microsoft Azure, Microsoft Gold Partner, Google Cloud Partner (GCP), Appian, UI Path Silver Partner, Clover Dx, Cloudera, OPEXUS, Micro Focus, Trend Micro, Solar Winds, Blue Prism Decipher, Manage Engine, IBM, Hewlett Packard Enterprise

𝗣𝗔𝗦𝗧 𝗣𝗘𝗥𝗙𝗢𝗥𝗠𝗔𝗡𝗖𝗘

➜ DOJ | OIG

➜ USDA | FS

➜ DOD | DMA

➜ DOI | US CSB

➜ EOP | OMB

➜ DOC | NTIS

➜ HUD

➜ SSA

➜ CFPB

➜ NMB

Cloud Modernization, AWS, Azure, GCP, Application Development Services, Microsoft Azure, Cybersecurity, Data & Analytics, Artificial Intelligence (AI), Machine Learning (ML), Zero Trust Architecture (ZTA), Data Visualization, Data Science, Big Data Analytics, Predictive Analytics, Risk Management Framework (RMF), Penetration Testing, Security Operations Center (SOC), Data Visualization,, Data-Centric Data Protection, Business Intelligence, Endpoint Security,, Threat Intelligence, Continuous Monitoring, Regulatory Compliance, Authority to Operate (ATO), Multi-Cloud Architecture, Hybrid ZTA

Industry

IT & Software

Company Size

51-200 employees

Headquarters

Leesburg, Virginia

Year Founded

2003

Website

softthink.com

Social Media

Service Desk Manager - ITIL 4 Certified

Job Description

Careers

About Softthink Solutions