Iron Bow Technologies is looking for a seasoned operations-focused, Sr. Service Desk Manager for a large and continually expanding federal program. Responsibilities include working with the program team, help desk engineers, project teams, and leadership to deliver new and existing contractual requirements, track utilization to budget as well as forecasting the utilization toward the overall financials of the program. The candidate must be able to work with program leadership to understand the pipeline of new business and impact to the team as well as budget to ensure the operational delivery exceeds customer expectations. The ideal candidate has direct experiencing managing a 24x7x365 helpdesk with more than 50 agents. The candidate must be comfortable working at a fast pace and capable of managing day to day operations independently as well as collaboratively both within and outside of the program. The Sr. Manager, Enterprise Service Desk Operations will work with Program Leadership to drive the vision and direction of the business, owning all operational aspects of the execution, reporting, and customer service elements including a large service desk operation and inventory management. Must be able to quickly provide input and assessments into program requirements, customer expectations, meet with staff, and continually strive to provide excellent service to our customers. Responsibilities: Manage Service Desk operational teams (ITSM, Call Center engineers, Data Analysts) to exceed strict, contractual SLAs and provide excellent service of a large-scale 24x7x365 service desk operation on a large federal customer Regularly review and prepare job descriptions for all roles related to direct and indirect hires Hourly and Daily checks on call center operational health, system status/availability, and forecasting/modeling to meet daily call flow changes Alongside program operations leadership, perform and document all customer-related meetings and deliverables related to call center and service desk operations Work with training team to develop and maintain training program for customer-facing roles within the program delivery, including adjusting training to meet demands of new call times or business changes Ensure proper compliance to contract and SLA objectives, QA, and adhere to internal and customer Change Management procedures Work with program team to prepare weekly, monthly, and quarterly internal and external contractual reports of the program to Sr. Leadership and the sales team Work with data analysts and call center engineers to maintain accurate call modeling, forecasting, and staffing/availability to handle adjustments to call flow at the hourly level Leverage and enhance help desk KPIs around service desk agent performance and customer service alongside program leadership and team leads Directly manage Service Desk Internal Operations staff including recruiting, training/onboarding, 30/60/90 plans and annual goal tracking. Requirements: 12+ years direct experience with helpdesk/contact centers or IT Operations experience. 7+ years in as leadership and/or contact center design to support a high volume call center of 50+ agents or technicians. 5+ years managing a 24x7x365 technical service desk of tier 1,2, and 3 engineers to customer service and agent performance KPIs on a program, team, and individual agent basis Demonstrated capabilities on modernizing and adapting a service desk or call center on all contact channels including phone, chat, email, portal, and AI Chat Agents. Identifies and develops resolution plans toward problems in a timely manner both independently and/or leveraging company resources Detail-oriented, with a focus on precise, accurate data and written / verbal presentation of call center data to all stakeholders. Strong ability to execute based on requirements, develop an action plan, and update leadership while driving to completion Speaks clearly and comfortably with the service desk, project leadership, executive leadership, and the customer Demonstrated leader with experience building a foundation of a positive, customer service-focused culture with all team members Balances team and individual responsibilities with a focus on execution of the program to the highest standards, giving feedback and support to the team to succeed Calm and focused ability to handle high pressure escalations, staffing challenges, customer expectations, and solve the root problems that generate out of the program Be a team player! US Citizen and must be able to obtain Public Trust Clearance. Systems and Tools ITSM / Ticketing experience managing tickets, utilization, workload, SLAs, reports and escalations. Service Now experience is preferred Call-Center Based Phone System experience managing phone queues, working with voice system engineers to update and manage queue behaviors, escalations, and workflows, Five9 cloud contact center experience strongly preferred Microsoft Visio, PowerPoint, and Excel technical writing skills and capabilities with a focus on taking multiple data sets and presenting them clearly and cleanly to all stakeholders Degrees and/or Certifications Bachelor's Degree in related field of IT, Management, or Business Administration or additional relevant experience in lieu of degree ITIL Intermediate or higher certification preferred HDI Support Center Manager or Director certification preferred Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target. Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.