Qualifications

• Bachelor's degree in IT, Business, or related field.
• ITIL v4 Foundation certification preferred.
• 5+ years of managing enterprise Service Desk or Help Desk operations.
• Experience with Federal ITSM environments and performance-based service delivery.
• Understanding of ITIL processes for Incident, Request, Knowledge, and Problem Management.
• Strong leadership, communication, and customer service management skills.

Responsibilities

• Manage daily operations of the Tier 1 Service Desk for users in multiple locations.
• Ensure timely resolution and escalation of incidents, requests, and account management.
• Monitor performance metrics and Service Level Requirements for compliance.
• Coordinate workforce scheduling and development for continuous service delivery.
• Oversee quality of ITSM tickets and adherence to ITIL management processes.
• Promote service improvement via customer feedback and operational analysis.

Benefits

• Medical, vision, and dental insurance coverage.
• Life and AD&D insurance included.
• 401(k) retirement savings plan available.
• Opportunities for education and professional training.
• Flexible Spending Accounts (FSA) offered.
• Employee referral and merit recognition programs.
• Paid holidays and time off provided.
• Disability insurance included.