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Active
On-site
Washington, DC
Posted · 23.12.2025
Lever (US)

# Service Desk Manager/Quality Assurance

Computer World Services

Job Description
The Service Desk Manager oversees the overall operation, performance, and effectiveness of the Service Desk, which serves as the primary point of contact for end-user IT support. This role integrates technical leadership, operational management, quality assurance, and customer service oversight to ensure services are delivered in accordance with contract requirements, industry best practices, and established Service Level Agreements (SLAs).
The manager provides daily supervision and direction to Service Desk staff supporting users via phone, email, in-person assistance, and ServiceNow. Responsibilities include ensuring timely and accurate troubleshooting across hardware, software, email, printer, directory, and desktop application issues, as well as managing staffing, training, reporting, and the consistent achievement of service quality and SLA targets.

This job was verified from Lever (US). Applications are completed on the original source.

[Apply on the original listing ↗](https://jobradar.live/ilan/20cfb202-f5db-4b88-a4ad-02d831862638/git)

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