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 #J-18808-Ljbffr
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 #J-18808-Ljbffr