Today
Public Trust
Unspecified
Unspecified
IT - Support
DC (On-Site/Office)
We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Service Desk Manager for a Full-Time position.
Summary:
The Service Desk Manager oversees Tier 1 and Tier 2 service desk operations for a high-volume, high-touch IT support environment. The position requires strong people management and communication skills to lead a team that provides face-to-face and remote support, especially for field users leveraging rugged devices (e.g., Toughbooks).
Responsibilities:
Required Qualifications:
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!
Our Profile:
We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!
#NAI #DICE
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind.
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Service Desk Manager for a Full-Time position.
Summary:
The Service Desk Manager oversees Tier 1 and Tier 2 service desk operations for a high-volume, high-touch IT support environment. The position requires strong people management and communication skills to lead a team that provides face-to-face and remote support, especially for field users leveraging rugged devices (e.g., Toughbooks).
Responsibilities:
- Lead daily service desk operations, ensuring prompt and professional resolution of user issues.
- Manage staffing, training, and scheduling to provide consistent coverage.
- Foster a customer-first culture aligned with HDI best practices.
- Collaborate with engineering teams to escalate and resolve complex technical issues.
- Monitor ticket queues, performance metrics, and service desk KPIs.
- Drive knowledge management, self-service portal adoption, and Tier 0 enablement strategies.
- Conduct regular QA audits and performance reviews.
- Ensure effective use of ServiceNow for incident, request, and asset management.
Required Qualifications:
- HDI Support Center Manager or equivalent certification.
- 5+ years of experience managing IT service desks in a government or enterprise environment.
- Demonstrated experience in high-touch environments with in-person support requirements.
- Familiarity with rugged/mobile device support (e.g., Toughbooks).
- Proficient in ITSM tools (preferably ServiceNow) and performance analytics.
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!
Our Profile:
We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!
#NAI #DICE
group id: 10243825
