{"id":4192237,"url":"https://alion.io/job/chenega-service-desk-manager","title":"Service Desk Manager","company":{"id":2131546,"name":"Chenega","domain":"chenega.com","url":"https://alion.io/company/chenega","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":10,"ghost_share":0,"stale_share":0,"repost_share":0.1,"time_to_fill_p50_days":11,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Arlington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":131600,"max":175000,"currency":"USD","period":"year","gross":null,"usd_annual":175000},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"IAM","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-11-12T19:38:32Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T15:27:08Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Overview\nService Desk Manager\nArlington, VA\nAre you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!\nWe deliver essential technology services to our customers in support of their missions to sustain the national security and economic interest of our nation. SecuriGence is seeking a talented Service Desk Manager to Service contribute to our success. Come Service us solve problems with Innovation Through Intelligence.\nResponsibilities\nLead, mentor, and motivate a team of Service Desk Technicians, fostering a positive and collaborative work environment.\nConduct regular performance evaluations, identify training needs, and provide coaching and development opportunities.\nManage team schedules, ensuring adequate coverage to meet service level agreements (SLAs).\nOversee onboarding, and training of new Service Desk Technicians.\nEstablish and maintain service level agreements (SLAs) for response and resolution times.\nMonitor and analyze Service desk performance metrics (e.g., ticket volume, resolution time, customer satisfaction) to identify areas for improvement.\nImplement industry best practices for incident management, problem resolution, and knowledge management.\nDevelop and maintain comprehensive documentation for Service desk processes, procedures, and knowledge base articles.\nManage and maintain the Service desk ticketing system, ensuring accurate tracking, and reporting of all support requests.\nProvide technical guidance and support to the Service Desk team, escalating complex issues as needed.\nProactively identify and troubleshoot recurring technical issues.\nCollaborate with other IT teams to resolve escalated issues and implement long-term solutions.\nFoster a customer-centric culture within the Service Desk team, emphasizing professionalism, empathy, and effective communication.\nEnsure timely and accurate communication with customers regarding their support requests.\nManage customer expectations and escalations effectively.\nGather customer feedback and identify opportunities to improve the overall customer experience.\nOther duties as assigned.\nQualifications\nBachelor’s degree in computer science, Information Technology, or related field preferred.\n8+ years of experience managing a technical support team.\nMust meet DoD 8140.01 (IAM-1) requirements.\nMust have a Top-Secret Clearance and SCI eligible.\nKnowledge, Skills and Abilities:\nExperience in a fast-paced, high-growth environment\nStrong understanding of ITIL framework and best practices.\nExperience with Jira Service desk ticketing systems and remote support tools.\nExcellent communication, interpersonal, and leadership skills.\nStrong analytical and problem-solving abilities.\nAbility to work independently and as part of a team.\nHow you’ll grow\nAt Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn.\nWe offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.\nBenefits\nAt Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.\nLearn more about what working at Chenega MIOS can mean for you.\nChenega MIOS’s culture\nOur positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.\nCorporate citizenship\nChenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.\nLearn more about Chenega’s impact on the world.\nChenega MIOS News- https://chenegamios.com/news/\nTips from your Talent Acquisition Team\nWe want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:\nChenega MIOS web site - www.chenegamios.com\nGlassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm\nLinkedIn - https://www.linkedin.com/company/1472684/\nFacebook - https://www.facebook.com/chenegamios/\nEstimated Salary/Wage\nUSD $131,600.00/Yr. 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