Location: Quantico, VA
Clearance: Secret
Overview: Manages the Enterprise Service Desk to ensure 24x7x365 Tier 1/2 coverage and SLA compliance for 6,000 users across 1,600 sites.
Responsibilities:
- Supervise Tier 1/2 technicians and oversee incident/ticket escalation.
- Ensure 85% Tier 1 resolution and SLA adherence.
- Maintain knowledge base and reporting metrics.
- Coordinate service transition and process improvements.
Core Competencies:Service desk leadership | Incident management | SLA compliance | Knowledge management
Requirements:
- Education: BA/BS with 3+ years (or 7 years in lieu of degree).
- Certifications: ITIL v4 Foundations (required); HDI Support Center Manager preferred.
- Experience: 5–7 years ITSM/help desk leadership in enterprise environments.
Technical Screening / Tools:ServiceNow | Remedy | BMC Helix