At least ten years of experience in IT Service Management
Familiarity with ServiceNow platform
Strong communication skills
Organizational skills with a focus on management
DoD 8570 Level II/III certification desired
Active Security clearance required
Responsibilities
Lead and manage the IT Service Desk team
Manage ticket queues and prioritize issues
Establish KPIs with government partners
Monitor response and resolution times
Drive initiatives for continual improvement
Collaborate with IT teams for incident resolution
Implement automation for repetitive tasks
Benefits
Opportunities for career development
Collaborative work environment with government partners
Access to continuous improvement initiatives
Experience in a high-security IT environment
Exposure to ITIL 4 service management best practices
Full Job Description
Service Desk Manager
Redstone Arsenal/Huntsville, AL
Job Description:
We are seeking an experienced IT Service Desk Manager with ServiceNow experience to lead the daily operations of a large IT Service Desk. This role is responsible for delivering reliable, efficient and customer focused IT support while applying ITIL 4 service management best practices. The IT Service Desk Manager serves as the people leader over our Tier 1 and Tier 2 support teams. The selected candidate will partner closely with our government customer and be responsible for Incident, Request and Knowledge Management.
Responsibilities:
Lead and manage the IT Service Desk team, setting clear expectations, coaching performance and supporting career development
Manage ticket queues, prioritization and escalation paths
Work with the government to establish KPIs and ensure SLA compliance
Monitor response and resolution times
Drive continual improvement initiatives to enhance reliability, efficiency and user satisfaction
Partner with cross-functional IT teams to ensure timely response and closure of incidents and service requests
Partner with government leadership to resolve customer issues and ensure alignment across the Service Desk team
Implement automation for repetitive tasks
Requirements:
Bachelor's degree in a related field
Employee Relations experience desired
Ten (10) years of prior experience in a similar role
