Service Desk Manager at Edgewater Federal Solutions, Inc.

, , United States -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Subject-Matter Expertise, Issue Resolution, Policy Application, Process Knowledge, Documentation, Knowledge Base Development, Process Improvement, Mentoring, Training, Technical Troubleshooting, Service Quality Management

Industry

Information Technology & Services

Description

Overview Edgewater Federal Solutions is seeking a Service Desk Manager to support a federal client operations environment. This role provides advanced customer support and subject‑matter expertise in a structured, compliance‑driven service desk supporting enterprise users. Responsibilities Resolve complex customer issues escalated from front‑line support teams Apply policy, system, and process knowledge to deliver accurate resolutions Document investigations, actions, and outcomes clearly and consistently Support knowledge base development and continuous process improvement Assist with onboarding, mentoring, and informal training of support staff Assist with technical issues Collaborate with program leadership to maintain service quality standards Qualifications Minimum of 3 years’ experience in a senior customer support, analyst, or specialist role Proven ability to troubleshoot and resolve complex system or process issues Strong written and verbal communication skills Experience working in structured, policy‑driven environments Preferred Qualifications Experience supporting government or enterprise clients Familiarity with regulated systems, financial platforms, or policy workflows Experience with ticketing, CRM, or case management tools Work Environment Multi‑tier service desk operations Remote or hybrid work may be available based on program needs About Us: Founded in 2002, Edgewater Federal Solutions, Inc. is an industry-recognized federal contractor. Our industry-leading team combines federal expertise and state-of-the-art innovation to provide quality technical solutions for modern-day challenges. Edgewater is a repeat awardee of such honors as Washington Post Top Workplaces (2018-2025) and Inc. 5000 Fastest Growing Companies (2019-2024). We also have CMMI and ISO certifications. We are headquartered in Frederick, Maryland with staff across the United States. Edgewater has more than 500 employees supporting over 30 federal and commercial organizations. It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law. #LI-SE1

Responsibilities

This role involves resolving complex customer issues escalated from front-line teams by applying policy and system knowledge to deliver accurate resolutions. Responsibilities also include documenting investigations and supporting knowledge base development and continuous process improvement.