IT ServiceDesk Manager

Washington, DC

At Criterion Systems, we developed a different kind of business—a company whose real value is a reputation for excellence built upon the collective skills, talents, perspectives, and backgrounds of its people. By accepting a position with Criterion Systems, you will join a group of professionals with a collaborative mindset where we share ideas and foster professional development to accomplish our goals. In addition to our great culture, we also offer competitive compensation and benefit packages, company-sponsored team building events, and advancement opportunities. To find out more about how Criterion can help you take your career to the next level please visit our website:

Criterion Systems is seeking support for The Pension Benefit Guaranty Corporation (PBGC). The Pension Benefit Guaranty Corporation is a United States federally chartered corporation created by the Employee Retirement Income Security Act of 1974 (ERISA) to encourage the continuation and maintenance of voluntary private defined benefit pension plans, provide timely and uninterrupted payment of pension benefits, and keep pension insurance premiums at the lowest level necessary to carry out its operations. 

The IT ServiceDesk Manager leads a team responsible for providing a centralized service desk capability that delivers a single point of contact (SPOC) for Agency employees and contractors to obtain IT service and support in a timely and consistent manner including IT Service Desk services and IT Site Support services. The IT ServiceDesk Manager serves as the primary point of contact for all service desk related issues.
* This position contingent upon contract award


Job Responsibilities

  • Establish and document policies and procedures to guide the routine operations of Agency’s Service Desk.
  • Manage 24/7/365 technical support for Agency information services and systems.
  • Manage Service Desk support for multiple locations.
  • Coach, develop and inspire staff to maximize their potential.
  • Leverage and maintain the knowledge base module of the ITSM tool suite (currently ServiceNow) to promote self-service, first call resolution, consistent support, and timely service restoration.
  • Manage IT Service Desk (as defined by Information Technology Infrastructure Library (ITIL)), serving as the single customer-facing point of contact.
  • Provide service and support including incidents, problems, requests, advice, guidance and the rapid restoration of normal services, to meet service levels and manage customer expectations in accordance with ITIL best practices and principles.
  • Participate and support Incident Management including Service Desk interactions and/or incidents, and Requests for Information (RFIs).
  • Fully implement, manage, and support all activities regarding incident management according to Agency policies using ITIL best practices.
  • Reduce customer interactions by promoting self-service through creation of new and refinement of existing on-line self-help/self-service content and publicizing its availability via email, job-aids, offered training sessions, etc.
  • Provide a walk-up Site Support capability for Agency employees and contractors to obtain IT service and support in a timely and consistent manner.
  • Provide tier 2 site support to individual end users for IT issues that cannot be resolved by the Service Desk, as well as support service requests.

Minimum Requirements

  • Bachelor’s degree in Computer Science, Information Technology or a combination of education and experience.
  • 5 years of experience working in a Technology Service Desk, including leading a group of Service Desk Technicians.
  • Hands on experience with ServiceNow, Help Desk and remote-control software.
  • Solid technical background, ability to learn quickly, and an ability to give instructions to a non-technical audience.
  • Excellent written, verbal and listening skills.
  • Attention to detail, especially as it pertains to process execution, testing, following policy and procedures, change management, maintaining an orderly technology environment, labeling, and documenting.
  • Strong customer service skills.
  • Proficiency with current PC tools and office productivity software tools.
  • Proficiency with handheld data devices and cell phones.
  • Competency in the design, architecture, management, administration, monitoring, maintenance, and troubleshooting of current information services systems. monitoring and management software. 

Criterion Systems is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. For our complete EEO/AA and Pay Transparency statement, please visit



Criterion offers comprehensive health benefits including medical, dental, vision, life and disability insurance. Most of our plans are available at no cost for employee only coverage.

Time Off

Employees begin accruing PTO at 15 days per year and acquire more based on seniority. In addition to PTO, Criterion provides 10 holidays and bereavement, military, jury duty, and family medical leave.


  • Roth and Traditional 401(k) Plans with company matching contributions
  • Health Care and Dependent Care Flexible Spending Accounts
  • Health Savings Accounts
  • Commuter Benefits


All employees are eligible to use up to $3,000 annually for approved professional development, including trainings, memberships, seminars, and degree programs.

Employee Testimonials

Pets of Criterion

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Equal Employment Opportunity and Affirmative Action Employer

Criterion Systems, Inc. is committed to equal employment opportunity and non-discrimination at all levels of our organization. We believe in treating all applicants and employees fairly and make decisions without regard to an individual’s protected status: race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/parental status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any other protected status.

Know Your Rights

Applicants have rights under Federal Employment Laws: Family and Medical Leave Act | Equal Employment Opportunity | Employee Polygraph Protection Act. Criterion participates in E-Verify. Review Right to Workinformation.

Need an Accommodation?

Criterion is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for a position with Criterion and need special assistance or an accommodation to apply, please send an email with your request to or call us at 703-942-5800. Determination on requests for reasonable accommodation are made on a case-by-case basis.