Service Desk Manager

Washington D.C.
Apr 14, 2017
May 19, 2017
Full Time

The Kennedy Center Information Technology department provides and supports a variety of applications, systems and tools to staff, performers, patrons and other constituents to enable its mission to be accomplished.  This includes, but may not be limited to ERP systems for HRM and Finance, CRM systems for donor and customer management, internal and external websites, management systems for performance and event ticketing, gift shop POS, parking, and reporting across all data sets.

Underlying this is an infrastructure comprising 2 data centers with both virtual and physical servers, a network (both wired and wireless) spanning all parts of the Kennedy Center plus satellite offices in Takoma Park and the Watergate complex plus standard communications tools (email and IP phones, internet service).  Using these systems is approximately 700 employees, plus numerous volunteers, contractors, visiting companies and other guest users.

The Service Desk Manager is responsible for leading the team (currently 3 technicians) that supports all end users (staff, volunteers, contractors, and others) in using the appropriate technology resources allocated to them. The incumbent will focus on measuring and managing high levels of service quality and end user satisfaction. 

Duties and Responsibilities:

30%   Respond to service requests in accordance with established service procedures and guidelines by performing diagnosis, break/fix, system rollout and replacement, user training, and access control for applications, systems and tools in accordance with Center policies.

25%   Recruit, train and mentor and direct a competent, motivated and highly effective team of technicians. Develop and mentor team members to increase their contribution and further their career goals.

15%   Research, procure, deploy, manage and track end user controlled technology (hardware and software) in response to end user needs and IT department strategy.

10%   Manage ticket processing to ensure SLA compliance.  Identify and diagnose common problems and propose, develop and implement remedies to alleviate symptoms or remove causes.

10%   Design, develop, review and deploy process, standards and guidelines to ensure high quality, consistent service levels.

10%   Monitor technology system health and usage address aberrations and abuse.  Create reports


A Bachelor's degree in Computer Science, Information Systems, Engineering, Business or other related discipline, equivalent years of experience can be substituted for degree.

8+ years supporting a medium sized, complex organization

5+ years managing a Helpdesk/Service desk function

Experience with Microsoft technology including Windows, Exchange/Outlook, Lync, Active Directory, plus major ERP and CRM systems

Experience using and administering a sophisticated trouble ticket system

Experience with managing outsourced service providers

Minimum Skills and/or Knowledge Required

Hands on knowledge of desktop software running on Windows and Mac

Excellent troubleshooting and problem-solving skills

Proven ability to partner with business leaders to provide appropriate technology solutions

Excellent written and verbal communication, particularly the ability to effectively communicate to non-technical audiences regarding technical matters

Pleasant, outgoing manner and solution oriented attitude


The John F. Kennedy Center for the Performing Arts is a world premier performing arts organization and our nation’s cultural center. Diversity is a critical component of our mission, vision, and values. Our staff exhibits a wide variety of perspectives and experiences which enable us to foster and strengthen an environment of diversity and inclusion.