The Service Desk Manager provides daily supervision and direction to staff responsible for service desk operations. This role ensures prompt, professional user support in areas including email, directories, Windows desktop applications, and contract-deployed applications. The Service Desk Manager directs the team serving as the first point of contact for troubleshooting hardware, software, and peripheral issues.

*This position is contingent based upon contract award*

• Oversee day-to-day service desk activities, including phone and in-person support for end users.
• Supervise, coach, and mentor staff to ensure high performance and professional customer service.
• Develop training and performance improvement plans for service desk personnel.
• Manage ticket workflows in issue tracking systems (e.g., ServiceNow) to ensure timely resolution and documentation.
• Ensure compliance with ITIL v4 practices, Service Level Agreements (SLAs), and organizational policies.
• Coordinate with technical teams for escalations and ensure accurate reporting and deliverables.

• Must be a US Citizen.
• Associate’s degree or equivalent experience.
• At least 5 years of experience managing an IT service desk.
• Strong leadership, problem-solving, and research skills.
• Demonstrated knowledge of desktop/laptop hardware, peripherals, Windows 10, OSX, and common office applications.
• Proficiency with issue tracking tools such as ServiceNow.
• Excellent written and verbal communication skills.
• COMPTIA A+ certification.
• ITIL v4 Foundations certification.

Place of Performance:

Primary place of performance is the Library of Congress, Capitol Hill Campus, Washington, D.C., including the Jefferson, Adams, and Madison Buildings, with occasional support at other Library facilities and off-site locations.

Diné Development Corporation (DDC) is a Navajo Nation owned family of companies that delivers IT, professional, and environmental solutions to advance the missions of federal, state, and tribal government agencies. As thought leaders and innovators, our team of specialists build client-centric solutions that solve critical challenges faced by defense, civilian, and healthcare organizations. Employing a mission-focused approach, we deliver value that not only enhances current operations, but also drives future change. Closely aligned with this approach is our commitment to advancing the Navajo Nation and its People. Through economic development and community empowerment, we elevate the Navajo Nation to provide lasting impact and sustainable growth for future generations. DDC’s ability to unite legacy-inspired technologies, industry best practices, and proven methodologies has contributed to our success for twenty years.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify.