E-Logic, Inc. is seeking a Service Desk Manager to lead the IT Service Desk team in support of the Library of Congress. The Service Desk Manager will oversee daily operations, manage staff performance, and ensure timely and effective resolution of technical issues. This role is critical in maintaining high levels of customer satisfaction by delivering responsive and professional IT support services to end-users. Depends on the Library's need, the candidate must willing to work in any of these government's facilities: Fort Meade, Md., Culpeper, Va., Landover, MD. Additionally, occasional support may be needed at Washington, DC 20003.

Responsibilities:

• Provide daily supervision and direction to service desk personnel handling phone, email, and in-person IT support.
• Oversee troubleshooting of hardware, software, desktop, laptop, and printer issues.
• Manage service desk processes, performance metrics, and incident tracking (e.g., ServiceNow).
• Develop employee training programs and performance improvement plans.
• Monitor service desk operations to ensure compliance with ITIL best practices.
• Serve as an escalation point for complex technical issues.
• Report on service desk performance and recommend process enhancements.

Minimum Qualifications:

• Associate degree or equivalent professional experience.
• 5+ years of experience managing an IT service desk.
• Strong leadership and team management skills.
• Experience developing employee training and improvement plans.
• Proficiency with Windows 10, macOS, and common office applications.
• Knowledge of desktop/laptop hardware and peripherals.
• Experience with ticketing and incident management systems (e.g., ServiceNow).
• CompTIA A+ certification.
• ITIL v4 Foundations certification.
• Excellent problem-solving, written, and verbal communication skills.

Important Notice:

This role is part of a proposal for the Library of Congress. Hiring is contingent upon the selection of the consultant. Selected candidates will be included in the proposal and must authorize the use of their resume for submission.