Transform a dynamic IT Service Desk team, driving operational excellence and exceptional service delivery for a major Department of War agency. Lead performance, manage incidents, and enhance user satisfaction through innovative problem-solving.

Empower teams by supervising Tier I Knowledge Center agents, ensuring outstanding support for external users. Your leadership will drive performance, manage escalations, and improve service excellence across mission-critical applications.

Contribute to knowledge management by crafting, analyzing, and refining technical documentation and user guides. Collaborate with teams to enhance user support tools and maintain quality standards across deliverables in a government context.

Lead the future of external-facing Tier I Service Desk operations, managing complex issues and driving quality assurance initiatives to ensure optimal user support for a large Department of War agency with 13,000 users.

Manage the lifecycle of mobile communication devices, ensuring compliance and security while providing end-user support. Collaborate with vendors and oversee mobile asset management to empower an enterprise IT environment.