Service Desk Manager

Special Requirements:

• All personnel provide direct end user support must be A+ certified at minimum.
• All contractor personnel must be able to submit to and clear a background investigation to receive a privileged account with administrative access to the Library's workstation environment.

Place of Performance :
Primary Capitol Hill Campus Buildings:
Thomas Jefferson Building
First Street SE
Washington, DC

John Adams Building
nd Street SE
Washington, DC

James Madison Memorial Building
Independence Avenue SE
Washington, DC


Provides daily supervision and direction to staff who are responsible for service desk activities such as phone and in-person support to users in the areas of email, directories, standard Windows desktop applications, and applications developed or deployed under the resulting contract. These personnel serve as the first point of contact for troubleshooting hardware/software PC and printer problems.

Minimum Qualifications:

• Associates degree or equivalent experience.
• At least years' experience managing an IT service desk.
• Strong demonstrated leadership abilities.
• Experience researching and developing employee training and performance improvement plans.
• Strong working knowledge of desktop and laptop hardware and peripherals
• Strong knowledge of Windows , and OSX operating systems and common office applications.
• Experience using an issue tracking system to record, monitor, and document trouble items and work requests (, ServiceNow).
• Excellent proven written and verbal communication skills.
• Strong problem solving and research skills.
• COMPTIA A+ certification
• Information Technology Infrastructure Library (ITIL) v Foundations certification.