Unissant, Inc. delivers innovative capabilities to the agencies that keep our nation healthy and safe. We apply our domain expertise, data acumen, and technology know-how to achieve breakthrough results for our clients. …
Skills: IT Service Management, Team Leadership, Customer Service, Service Desk Operations, SLA Management
Washington County, Virginia, United States · On-site
Entry level
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Small Format (Overnight Inbound Operations) Team Leader
Arlington, Virginia, United States · On-site
$25/hr–$42/hr
Entry level
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Master Auto Glass Installation Technician - Store#42
Richmond, Virginia, United States · On-site
$25/hr–$43/hr
Senior$1.1B raised
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The starting pay range for this position per hour is $25.00 - $27.00. The full pay range for this position per hour is $25.00 - $42.50 Pay is based on several factors which vary based on position. These include labor mar…
Skills: Guest Service, Retail Business Fundamentals, Inventory Management, Visual Merchandising, Team Leadership
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Maintenance Technician -The Rosa (Sign-on-Bonus) Richmond, VA.
Richmond, Virginia, United States · On-site
$19/hr–$24/hr
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Maintenance Technician -The Rosa (Sign-on-Bonus) Richmond, VA.
Richmond, Virginia, United States · On-site
$19/hr–$24/hr
Entry level$5M raised
Enterprise is a national nonprofit that exists to make a good home possible for the millions of families without one. We support community development organizations on the ground, aggregate and invest capital for impact,…
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Skills: Auto Glass Installation, Glass Repair, Recalibration, Diagnostic Testing, Hand Tools
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Full-time
bachelor degree, postgraduate degree
Posted 14d ago
~40 hrs/week
Responsibilities
The Service Desk Manager will lead and manage the service desk team to ensure high-quality support services and compliance with SLAs. They are responsible for monitoring performance, handling escalations, and implementing operational improvements to enhance the customer experience.
Requirements
Candidates must have at least 5 years of experience in IT service management and hold a Bachelor's degree. An ITIL Foundation certification is required, along with strong leadership skills and experience in enterprise support environments.
Full job description
Unissant, Inc. delivers innovative capabilities to the agencies that keep our nation healthy and safe. We apply our domain expertise, data acumen, and technology know-how to achieve breakthrough results for our clients. Working collaboratively, we advance missions and careers through a focus on honesty, integrity, and dependability. We continuously look for talent, excited to join that effort. To learn more about our exciting organization, please visit us at www.unissant.com.
We are seeking a Service Desk Manager to join our team and support our client. The ideal candidate is a customer-focused IT operations leader who combines technical depth, service management expertise, and strong people leadership. This individual is energized by building high-performing teams, improving service desk operations, and delivering an exceptional support experience in a complex enterprise environment.
Essential Duties and Responsibilities:
Lead and manage the service desk team to deliver high-quality support services across the enterprise.
Monitor and analyze service desk performance and implement improvements to enhance customer experience and operational effectiveness.
Ensure compliance with SLAs and other service performance metrics.
Develop and maintain service desk policies, procedures, and documentation, including SLAs, OLAs, SOPs, and COOP materials.
Handle escalations and support the resolution of complex technical issues.
Coordinate with other IT teams to ensure seamless service delivery and effective issue resolution.
Train, mentor, and cross-train service desk staff to strengthen continuity and readiness.
Prepare regular reports on service desk performance, service quality, and customer satisfaction.
Proactively update operational guides and support knowledge management practices.
Work Experience and Job Skills:
Minimum of 5 years of experience in IT service management.
Strong leadership and team management skills.
Excellent communication and customer service skills.
Experience with service desk software, ticketing tools, and enterprise support environments.
Ability to analyze service performance data and generate actionable insights for improvement.
Experience supporting large-scale IT service environments and complex customer support operations.
Education:
Bachelor's Degree is required. Preferred field of study in Information Technology or a related field of study.
MBA/Master's Degree in a relevant field of study preferred.
Certificates, Licenses and Registrations:
ITIL Foundation certification is required.
HDI or equivalent certification preferred.
Communication Skills:
Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing all levels of organization.
Ability to write clear and concise creative content in a highly confidential manner.
Ability to translate technical, operational, and compliance-related information into clear messaging for executive, technical, and non-technical audiences.
Clearance Requirements:
Ability to obtain and maintain a Public Trust clearance.
Travel:
Local travel within a 50-mile radius of Bethesda, Maryland is not reimbursable.
On occasion, travel may be required of Contractor personnel and, if approved in advance by the Contracting Officer, may be reimbursed in accordance with Federal Travel Regulations.
Work may be performed at Government facilities, remote locations, or approved employee work locations in support of Government operations.
Environmental Requirements:
Mainly a routine office environment.
May be required to lift up to ten (10) pounds
Flexible in working extended hours
The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Unissant management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, where applicable and available, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of this position.
Please note: Candidate(s) will be required to go through pre-employment screening.
Unissant, Inc. is a proud Equal Opportunity Employer! (EOE; M/F/Disability/Vets)
Related keywords
IT Service ManagementService DeskSLAOLASOPCOOPITILHDITicketing ToolsEnterprise SupportLeadershipMentoringPerformance MetricsKnowledge ManagementPublic Trust ClearanceCustomer Experience
Mission-focused, data-driven—Unissant Inc. (Unissant) delivers for the agencies that keep our nation healthy and safe. Keeping people and mission at the forefront, we apply our domain expertise, data acumen, and technology know-how to achieve breakthrough results. Agencies turn to Unissant for our expertise in AI, advanced analytics, digital excellence, and cybersecurity solutions. Our proven frameworks drive successful execution of complex projects at enterprise scale. With an unwavering commitment to advancing mission outcomes, our teams engineer human-centered, innovative solutions that accelerate time to value. We bring honesty, integrity, and dependability to every interaction with our employees, clients, and partners.
Offices: 12901 Worldgate Drive, Suite 600, Herndon, Virginia 20170-6012, US
Advanced Data AnalyticsHealth ITEnterprise Transformation & OptimizationArtificial Intelligenceand National SecurityInformation TechnologyHealth CareInformation Services
How much do Customer Service & Support jobs in Virginia pay?
Based on 2835 listings with disclosed salaries, most customer service & support jobs in Virginia pay between $47k–$110k per year. Individual offers vary with seniority, company size, and specialization.
How many Customer Service & Support jobs are open in Virginia right now?
There are currently 22,271 open customer service & support positions in Virginia listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Virginia?
Companies currently hiring include Domino's, Advance Auto Parts, Dollar Tree Stores, Lowe's Companies, Inc., Allied Universal, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Virginia?
Yes — 1083 of the 22271 open customer service & support positions offer remote or hybrid work (559 remote, 524 hybrid).
How do I apply for Customer Service & Support jobs in Virginia?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.
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