GovCIO

Service Desk Lead

GovCIO • $94K — $116K *
US-AnywhereRemote in United States
Information Technology
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree with 8+ years of experience leading Service Desk operations or equivalent experience.
  • Must have the ability to maintain a Public Trust security clearance.

Responsibilities

  • Own and manage the ITIL 4 process suite in ServiceNow covering incident, problem, change, request, and knowledge management.
  • Chair internal ITSM governance reviews and coordinate the Major Incident Bridge for priority one incidents.
  • Drive key performance indicators (KPIs) including 65% accuracy in CMDB, knowledge management, and ticket documentation.

Benefits

  • Fully remote work opportunity.
  • Engagement with a team dedicated to Service Management excellence.
  • Opportunity to influence and set ITSM processes using ITIL best practices.
Full Job Description
Overview

GovCIO is currently hiring for a Service Desk Lead / ITSM Process Lead to join our Development Finance Corporation team supporting the Service Management business unit. This position will be located within the United States and will be a fully remote opportunity.

Responsibilities
  • Owns the ITIL 4 process suite in ServiceNow across incident, problem, change, request, and knowledge
  • Chairs internal ITSM governance reviews and the Major Incident Bridge for P1 events affecting multiple towers
  • Drives the 65% CMDB accuracy and 65% knowledge accuracy KPIs and the 65% ticket documentation quality target
Qualifications
  • Bachelor's with 8+ years of Service Desk lead experience (or commensurate experience)
  • Clearance Required: Ability to maintain a Public Trust clearance
Posted Salary RangeUSD $94,150.00 - USD $116,000.00 /Yr.

About GovCIO

GovCIO is a technology and consulting firm that provides IT solutions to government agencies. The company specializes in cloud computing, cybersecurity, and digital transformation. GovCIO's mission is to help government agencies improve their IT infrastructure and enhance their services to the public. The company was founded in 2015 and is headquartered in Washington, DC.
Learn more about GovCIO
Size
50 employees
Industry
Information Technology
Founded
2015
* Ladders Estimates

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