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Service Desk Manager 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Req Number KSI19-0013  
Category Management  
Division Koniag Services, Inc.  
Location KSI Denver, CO  

Koniag Services Inc currently has an opening for a Serivce Desk Manager. This position will be located in Denver, CO and will support KSI and our government customer.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Service Desk Manager is an integral component of a team supporting a Federal client’s organizational and digital transformation within an enterprise infrastructure and integrated with an expansion in cloud operations

The ideal candidate is an entrepreneurial and progressive thought leader, with proven experience supporting and architecting strategic and operational capabilities. He/she is proficient and responsive to service desk delivery, escalation, troubleshooting, documentation, and creation of solutions for complex problems. The Service Desk Manager will:

  • Assist the team and our clients in developing and implementing business strategies
  • Improve customer experience by delivering a cohesive and effective set of solutions through a clear strategy and data-driven delivery model
  • Proactively learn new concepts and technologies in the event analysis of situations requires an in-depth knowledge of organizational objectives
  • Be comfortable interacting with senior management, which involves influencing on significant matters along with a consistent team-focused message on direction.
  • Provide daily supervision and direction to the Service Desk team with Essential Functions, Responsibilities & Duties may include, but are not limited to:
  • Manage and be responsible for the successful and timely completion of Service Desk tasks
  • Serve as the senior-most level technician in assisting customers experiencing problems with IT resources, or requesting new services and serves as the first point of contact for troubleshooting
  • Lead and guides the Service Desk team through the handling and management of IT service requests, incident management, change management, problem management, event management, outage escalations, enterprise IT troubleshooting
  • Direct program activities to meet client and organization work objectives and serves as a liaison with clients to coordinate activities, negotiate tasks, and solve IT problems
  • Escalate tickets to higher-level support groups as necessary
  • Monitor assigned queues, voicemail, web sites, and other incoming communication methods, SolarWinds etc…
  • Prepare and provide various Service Desk reports and technical reviews to senior management as requested
  • Establish internal service delivery performance benchmarks, drive Quality Assurance engagements, drive Ticket Deep Dives and develop strategies/initiatives for improvement
  • Establish and manage Knowledgebase/Solutions Repositories/FAQs and ensure new/updated processes, procedures, work instructions, and knowledge are incorporated in a timely fashion in the knowledge base and are available to the entire Service Desk team. Reviews these with associated management.
  • Establish and manage processes for communicating outages/emergency activities to the program and Customers
  • Supervise and manage assigned technical staff
  • Participate in maintaining and improving Service Desk standard operating procedures (SOPs)
  • Participate in special projects as required
  • Manage and report on Vendor SLAs
  • Coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.
  • Lead and provide coaching for other Service Desk Engineers when workflow deficiencies are identified.
  • Conduct regular 1:1 meeting with the team to provide guidance and support.
  • Audit service ticket data to ensure task handling quality meets or exceeds expectations.
  • Actively participate in and provides leadership in understanding and optimize the service process to drive Continuous Service Improvement.
  • Observe and report on service trends across individuals and team as a whole.
  • Ensure accurate inventory management of assets and timely provisioning of devices to end-users
  • Attend and provides input during daily and weekly service meetings.
  • Serve as the main point of escalation for complex or sensitive issues that are blocking support technicians
  • Guide support technicians to successfully balance liaison, SME, or individual project work roles with standard service desk workload.
  • Generate monthly reports for review with the client
  • Assist with identifying, building, and executing strategic and tactical capabilities focused on running technology as a business model circled around planning, development, capability design, continuous improvements, communication plans, governance structures and investment prioritization for a large enterprise operation
  • Work across multiple operational and technical disciplines enabling organizational growth, innovation, and effectiveness
  • Assist with defining and creating future visions and identified areas of opportunity, thus delivering value across people, processes, technology and information
  • Evaluate results and present findings in a logical and easy-to-understand format
  • Assist with and/or drive key client deliverables, while ensuring that projects are completed on time and within scope
  • Seek innovative and creative solutions to complex technical/business problems within a logical, rigorous, and analytical framework
  • Identify where improvements and pain-points lie and develop a strategy focused on inserting the correct and maintainable technologies
  • Scan internal and external environments to identify areas of opportunity development through analysis and inquisitive conversations with subject matter expert
Position Requirements
  • Bachelor's degree and a minimum of 5 years of relevant experience
  • Demonstrate overall knowledge of the Service Desk Operations regarding, but not limited to, telecommunications and call routing, quality control, knowledge & process management, and training.
  • Experience in managing overall day-to-day management and performance of the Service Desk, including supervisors and agents, service level achievement, and personnel decisions.
  • Demonstrate experience in partnership with government staff to achieve service level targets, service level agreements, key performance indicators, and design strategies utilizing all available automation tools, and recommending new tools if none exist.
  • Demonstrate in knowledge and process management, quality control, and general day-to-day Service Desk operations.
  • 3- 5 years of experience in strategic and technical management, with a minimum of at least 5 years’ hands on experience in service desk
  • Experience writing technical documents (both collaboratively and independently); comfortable crafting documentation without templates and sometimes with minimal input from others
  • Experience in business strategy development/execution; and providing strategic technical advisory services to clients
  • Excellent consulting/relationship management skills; ability to mitigate/mediate complex and/or politically charged issues
  • Proven history of progressive responsibilities
  • Able to analyze complex issues and distill concepts to clients
  • Able to comprehend new concepts, ask pertinent questions, execute and document ideas and concepts with minimal day-to-day direction
  • Able to stay on task and on schedule while adhering to non-flexible deadlines
  • Previous Federal consulting experience preferred, but not required
  • Excellent customer service skills in a high touch environment
  • Excellent verbal and written skills.
  • Basic networking skills (i.e., TCPIP, DHCP, DNS etc.).
  • Experience with major ticketing systems & reporting - Remedy experience preferred
  • Knowledge and experience with: remote support has managed a high volume 24/7 365 service desk
  • Experience with Process Analysis and data-driven optimization
  • Excellent teaming and mentoring skills.
  • Ability to drive and lead conversations in regards to overall objectives with both current and future goals and technologies.
  • Forward thinking individual that has a balance of practical hands-on technical experience but is also capable of accurately and convincingly championing organization changing deliverables.
  • Creative problem solving
  • 1-2 years of experience in leading small IT support teams (6-10 members)
  • Microsoft and network certifications is preferred.
  • A+ and ITIL Foundation certification is preferred
  • Shall possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients
  • Shall have experience working in an Information Technology environment similar in size (or larger) and scope to this contract
  • Strong working knowledge of large, complex Information Technology environments
  • Exceptions may be made for specific individuals with specialized knowledge or skills in certain circumstances at the discretion of the Government
  • Certification in Security (recommended)
  • ITIL foundation certification

Working Environment & Conditions

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at or by calling 703-488-9377 to request accommodations.

Travel Requirements  
Security Clearance  
About our Company Koniag Services, Inc. (KSI) in business since 1994, KSI is an Alaskan Native-owned, small disadvantaged business that provides Application Development, Maintenance, and Enhancements, Enterprise IT Infrastructure Solutions, Cyber Security, and Integrated Program Management services. We are a CMMI 3 assessed organization and hold an ISO 9001 Quality Management certification. We support Federal civilian and defense agencies and State governments across multiple business functions including: Finance, Health, Defense, Social Services, Consumer Protection and Insurance. We have managed projects and programs of every size including supporting 100,000 IT users in 50 states and 4 Territories.  

Our Equal Opportunity Policy EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352  

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