Description
ICF International is seeking a Manager, IT Service Desk, to work in our Corporate Information Technology (CIT) organization based in Reston, VA. ICF’s This role would manage a Tier 3 expert level analysis and technical support group on the Service Desk.
This role will work with other technical teams throughout a global organization to deliver outstanding support to our user community. This position requires the ability to develop effective working relationships with Team members and drive and motivate the team, in order to ensure that a consistent, high- quality service is delivered.

The working hours for this position will be Monday-Friday from 8:30am to 5:30pm or as agreed upon and there will be On-call rotation with peers.

• Manage a Tier 3 expert level analysis and technical support group on the Service Desk
• Provides technical support to the organization’s on-site and remote users for computer applications and hardware (e.g., PCs, PC peripherals, network).
• Provides end-user software troubleshooting and support.
• Provides remote desktop support.
• Installs, configures, and upgrades computer hardware and software.
• Collaborates with network services, software systems engineering and/or application development teams to restore service and/or identify problems.
• Uses advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Participates in special projects as required and occasionally off-hours to assist with board or financial review meetings.
• Supports secure printing and scanning environment and audio-visual conferencing.

BASIC QUALIFICATIONS:

• 8+ years of technical support management experience supporting IT operations.
• 8+ years of remote desktop support experience

PREFERRED SKILLS/EXPERIENCE:

• Bachelor’s degree in computer science or a related technical discipline, or the equivalent combination of education, professional training or work experience
• Strong Experience using a formal trouble ticket system (Bomgar/BeyondTrust, Remedy, Jira, etc.)
• Expert professional experience troubleshooting Microsoft Windows 11 and Mac OS.
• Experience with Azure Active Directory/Exchange management and Microsoft SCCM
• Experience using Bomgar desktop support system.
• Experience working within an ITIL framework.
• Experience supporting Dell / Mac hardware.
• Experience with multi-factor authentication.
• Strong project management skills include creating schedules, setting priorities, allocating resources, and monitoring progress.
• Knowledge of Microsoft Defender for Cloud.
• Experience with AI-powered customer service platforms (e.g., Microsoft Copilot, ServiceNow Virtual Agent, Zendesk AI, or similar) and chatbots/virtual agents.
• Experience with Microsoft Intune.
• Experience with the M365 Cloud Services (OneDrive, SharePoint, Outlook, Teams, Yammer, Viva Engage, etc.)

PROFESSIONAL EXPERIENCE:

• Excellent communication skills to convey complex technical concepts, discussing project requirements and providing feedback.
• Strong leadership skills to inspire, motivate, and guide team members toward common goals is essential for maintaining team morale and productivity.
• Adaptable and willing to learn about new technologies, tools, and methodologies.
• Excellent time management skills and the ability to balance multiple assignments and deadlines in a fast-paced environment.
• Adept at identifying problems, analyzing situations, and coming up with innovative solutions.
• Strong attention to details.
• The ability to work with all levels of internal staff, as well as outside clients and vendors.
• Enthusiasm, a passion for teamwork and a ‘can do’ attitude.
  

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Please refer the Job description for details