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Job Details


EL-10779 Service Desk Manager (Full Time)

Location: Hyattsville Maryland Country: United States of America Rate: BOE

Service Desk Manager

Location: Hyattsville, MD (DC Metro)
Position Type: Direct-Hire
Hourly/Salary: BOE

GTN Technical Staffing is currently seeking a Service Desk Manager for a Direct-Hire in Washington DC (Hyattsville, MD). The Service Desk Manager will manage a team of support personnel who troubleshoot IT issues, implements policies and procedures regarding how problems are identified, received, documented, distributed and corrected. The Service Desk Manager will evaluate new information systems, products or services and recommends changes to existing products or services to better aide the end user experience. The Service Desk Manager will develop KPI's to measure the Service Desk team's performance and provide constant communication on all open issues.

  • Manage work orders to ensure Service Desk inquiries are resolved timely and accurately.
  • Develop KPI's to assess individual and team performance
  • Create and analyze reports to assess performance metrics for management.
  • Develop and maintain yearly end user and ticket completion surveys.
  • Be a teacher to support the efforts of other employees to be successful; improve business operations efficiencies and customer service.
  • Ensure maximum productivity and end-user service.
  • Manage work order queue to exceed compliance and customer satisfaction.
  • Analyze IT requirements for users and proactively offer effective solutions and recommendations.
  • Manage end user workstations and procurement procedures to replace defective Workstation components, including VOIP phones.
  • Help create and maintain end user computing policy and procedure.
  • Help Develop more proficient asset tracking system with IT peers and via a partnership with the Procurement Team.
  • Design and assess reports to ensure consistent tracking methods are utilized.
  • Document and provide training for Service Desk team in performing basic troubleshooting of Level 1 issues in a logical manner.
  • Effectively communicate with and perform all job duties requested by management.
  • Establishing and maintaining a knowledge base for all end users
  • Establish and maintain positive work relationships between IT, users, and management.
  • Full ownership of use of the Service Desk ticketing system software
  • Communicate and help resolve customer complaints and adjustments.
  • Ensure IT fulfilment requests are completed in accordance with current policies.
  • Participate in an on-call rotation


5+ years of experience in the following skill sets

  • Operation of ServiceNow required
  • Windows 7 and above/Office 2013 and above
  • Microsoft's suite of collaboration tools - Exchange 2010 and above/SharePoint 2013 and above/Skype for Business and Office365.
  • Service Desk Management/Lead experience

PREFERRED (but not required)

  • Transportation Industry

Posted Date: 12 Oct 2017 Reference: JS Company: GTN Technical Staffing Contact: GTN Technical Staffing and Consulting