Skip to content

General information

Job Posting Title
Service Desk Manager
Date
Wednesday, July 16, 2025
City
Morrisville
State
NC
Country
United States
Working time
Full-time

Description & Requirements

This position is responsible for customer satisfaction and the availability of enterprise IT services for NIEHS. In addition to leading a team of 21 Client Support Professionals (CSP) and Desktop Engineers (DE), the Service Desk Manager is a critical interface for Executives, researchers, medical providers, the broader user community, and the enterprise IT support organization. A day in the life of the Service Desk Manager:
Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS172, P4, Band 7
Job-Specific Essential Duties and Responsibilities:
- Interface with the various directorates across the institute to support current, emergent, and potential IT Service requirements
- Audit and monitor service management intake, incident resolution, request resolution, and backlog ticket management in ServiceNow
- Perform metric reporting for SLA and contract deliverables
- Manage and oversee the NIEHS baseline computer environments for Windows and Mac devices in accordance with NIEHS information security baseline.
- Lead the continuous service improvement and evolution of the services portfolio for the NIEHS
- Continuously refine and create standard operating procedures, knowledge base(s), and work-flow processes to drive efficiencies across NIEHS.
- Govern team adherence to information security policies, privileged access policies, and all NIEHS and federal mandates
- Oversee and prioritize endpoint related projects
- Hire, train, mentor, and develop a broad staff of enterprise IT support professionals

Job-Specific Minimum Requirements:
- 5+ years supervising technical teams to maintain reliable and available IT infrastructure and services in an enterprise environment
- Experience establishing operational objectives and assignments, and delegating assignments to subordinate managers and staff
- Experience with complex technology challenges requiring analysis of situations or data, cross-functional team collaboration, and critical thinking
- Must be able to effectively communicate with Government representatives, general users, and technical staff both orally and in writing
-Minimum Education requirement: B.S. in Computer Science, Information Technology Management or Engineering; or four years of related experience may be substituted for the education degree requirement.
- Years of Required Work-Related Experience: Minimum 5-7 years of related experience

Preferred Skills and Qualifications:
- ITIL (v) 4 Foundations or higher certification preferred
- PMP (preferred)
- Experience with any combination of the following: ServiceNow, SCCM, Jamf, Windows 11 environments, Mac OS (13.x and above), Cisco infrastructure, and automation
- Demonstrated experience providing high touch customer service
- Demonstrated experience providing team leadership for a matrixed team in an ambiguous, high tempo environment.


Minimum Requirements
TCS172, P4, Band 7
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$
100,000.00
Maximum Salary
$
110,000.00