Annapolis, Maryland, United States · Hybrid
$89k–$152k/yr
Description This role is contingent upon a contract award. ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to…
Skills: Service Desk Management, ITSM, ServiceNow, Jira Service Management, AI-enabled Service
Harrisonburg, Virginia, United States · On-site
City/State Harrisonburg, VA Work Shift First (Days) Overview: SRMH Orthopedics and Spine Center is seeking a Senior Clinical Support LPN to join our team in Harrisonburg, VA. Position Status: Full-time Days Overview The …
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New York, New York, United States · Hybrid
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Job Description: DXC Technology (NYSE: DXC) helps global companies run their mission‑critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across publi…
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Fort Belvoir, Virginia, United States · On-site
$85k–$178k/yr
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Reston, Virginia, United States · On-site
$104k–$218k/yr
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Denver, Colorado, United States · On-site
$75k–$158k/yr
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Sterling, Virginia, United States · On-site
$87k–$182k/yr
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Mecklenburg County, Virginia, United States · On-site
EPI Power is hiring an Electrical Procurement Manager (Senior Electrical Procurement Engineer). This Engineer is responsible for overseeing the purchasing of materials for the project site in Boydton, Virginia. This role…
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Tysons, Virginia, United States · Remote OK
VIDIZMO is a US-headquartered AI and enterprise video intelligence company, recognized as a Microsoft Solutions Partner, serving Fortune 500 companies, government agencies, and enterprises worldwide. Our AI-Powered Intel…
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Chantilly, Virginia, United States · Hybrid
$50k–$60k/yr
POSITION: Regional Field Director POSITION TYPE: Full-time Ability to work on site currently hybrid 3 days/week in our Chantilly Office if/when COVID-19 conditions permit LOCATION: Northern Virginia DESCRIPTION: New Virg…
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Richmond, Virginia, United States · On-site
$128k–$187k/yr
At Lilly, the work is demanding because patients are waiting. We unite caring with discovery to help make life better for people around the world, knowing that every decision, every detail, and every day matters. Headqua…
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Alexandria, Virginia, United States · On-site
$134k–$214k/yr
Summary Statement: In support of the Executive Vice President (EVP), SAC/STPI, provides assistance related to financial planning and analysis, contracting, customer relations, and special projects, including information …
Skills: Financial planning, Contract administration, Program management, Data analysis, Strategic planning
Fairfax County, Virginia, United States · Hybrid
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. …
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Fairfax County, Virginia, United States · Hybrid
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: Audit Coordination, Compliance, Governance, IT Security, Federal Audits
Fairfax County, Virginia, United States · On-site
$85k–$130k/yr
Join S.J. Louis as a Full-Time Project Manager overseeing Underground Utilities! Thrive in a dynamic environment where problem-solving and innovation are encouraged. Take charge of projects from conception to completion,…
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Richmond, Virginia, United States · On-site
Location: Bon Secours St Marys Hospital of Richmond Pay Rate: Hourly - Hourly Plan, 19.00 USD Hourly Work Shift: Job Description We’re looking for friendly, compassionate, team players to join our culinary team! Support …
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Alexandria, Virginia, United States · Hybrid
$120k–$140k/yr
Procurement Specialist III WHO WE ARE PACE LLC is a government contracting firm based in the Washington, DC area. We are dedicated to providing first-class professional support, leadership, and performance to meet the go…
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Chicago, Illinois, United States · On-site
$245k–$307k/yr
Distinguished Software Engineer CI/CD As a Distinguished Engineer at Capital One, you will be a part of a community of technical experts working to define the future of banking in the cloud. You will work alongside our t…
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Chicago, Illinois, United States · On-site
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Principal Process Manager - Network Product Well Managed As a Principal Associate of Process Management within Transaction Processing, you will be responsible for ensuring all risk efforts are flawlessly executed. Our te…
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Chicago, Illinois, United States · Hybrid
$209k–$286k/yr
Sr. Manager - Cyber Technical- Technology Audit Overview: Capital One’s Audit function is a dedicated group of professionals focused on delivering top-quality assurance services to the organization’s Audit Committee. Aud…
Skills: Technology audit, Cybersecurity, Information security, Cloud computing, Risk management
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Lead the daily operations of a single-tier IT service desk, ensuring high customer satisfaction and effective resolution of incidents and service requests. Oversee the implementation of AI-enabled self-service tools and maintain performance metrics to drive continuous service improvement.
Requires a bachelor's degree and at least 7 years of experience in IT service desk management, with specific experience in federal environments. Candidates must possess ITIL certification and have hands-on experience with ITSM platforms like ServiceNow or Jira.
Description
This role is contingent upon a contract award.
ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to the Program Manager, this role owns the full operational lifecycle of a single-tier service desk, with direct accountability for customer satisfaction, Tier Zero deflection performance, knowledge management, and continuous improvement.
The ideal candidate has run federal IT service desk operations and understands what it takes to deliver AI-enabled service at scale. This is an operational leadership role. The right candidate is comfortable managing technicians, owning KPIs, and engaging directly with program leadership and client stakeholders.
Job Location: This is a hybrid position based in the Washington, DC Metro area. Onsite client support is required during regional business hours (0700 to 1800 local time).
This position requires that the job be performed in the United States. If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.
What You'll Be Doing
Lead day-to-day operations of a single-tier service desk where technicians own incidents and service requests from intake through closure, minimizing handoffs and keeping accountability at the technician level.
Own service desk performance metrics including CSAT, Customer Effort Score (CES), Tier Zero deflection rate, ticket resolution time, and first-contact resolution. Drive continuous improvement against contractual targets.
Oversee the design, build-out, and ongoing improvement of Tier Zero self-service capabilities, including virtual agents, knowledge portals, and automated troubleshooting tools. Coordinate with AI and automation teams to support implementation.
Maintain a wiki-style, role-based knowledge base with accurate, plain-language content for both end users and technicians. Conduct regular content reviews and enforce quality standards to keep the knowledge base current.
Ensure all tickets are properly categorized, prioritized, documented, and analyzed for root cause. Maintain data integrity for reporting and trend analysis.
Coordinate staffing and resource allocation to maintain appropriate customer-to-technician ratios, including surge coverage and specialized onsite support for executive and leadership needs.
Coordinate end-to-end IT and AV support for client meetings and events, including setup, testing, troubleshooting, and event staff coordination.
Prepare and present service desk performance reporting for governance forums, program management reviews, and client stakeholders.
Apply ITIL-based service management practices across the service desk. Promote an automation-first approach using AI for predictive maintenance, intelligent routing, and proactive issue detection.
Support after-hours on-call coverage for mission-critical and high-priority incidents as directed by client leadership.
Minimum Requirements
Bachelor's degree or equivalent
7+ years of experience managing IT service desk or end-user support operations, including at least 3 years in a federal or government-adjacent environment
2+ years of experience designing or operating Tier Zero and AI-enabled self-service capabilities, including virtual agents or chatbot-based resolution tools
2+ years supporting federal programs in HHS, NIH, FDA, or other health-focused agencies
ITIL Foundation certification or equivalent
3+ years of hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management
U.S. Citizenship required due to federal contract requirements
Ability to obtain and maintain a Public Trust background investigation
Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US
Preferred Qualifications
HDI Support Center Manager certification or equivalent
Experience using data and analytics to manage service desk performance, including dashboard-driven reporting and ticket trend analysis
Familiarity with Section 508 and WCAG accessibility compliance requirements for digital content and tools
Familiarity with modern endpoint environments such as Intune or Jamf as context for service desk triage and escalation
We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
We will consider for employment qualified applicants with arrest and conviction records.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at [email protected]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$89,261.00 - $151,744.00DC Remote Office (DC99)Offices: Barakhamba Road, New Delhi, Delhi 110001, IN
View all jobs at ICF ConsultingBased on 9025 listings with disclosed salaries, most management & leadership jobs in Virginia pay between $72k–$195k per year. Individual offers vary with seniority, company size, and specialization.
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