Integrated Help Desk Lead

Overview

Remote
On Site
Depends on Experience
Contract - Independent
Contract - W2
Contract - 12 Month(s)
10% Travel
Unable to Provide Sponsorship

Skills

BMC Remedy
Business Intelligence
Help Desk
Data Analysis
Conflict Resolution
IT Service Management
JIRA
ITIL
Leadership
MES
Management
Medicaid
Microsoft Excel
Problem Solving
Reporting
Service Desk
Service Management
ServiceNow

Job Details

 

IT Service Management or Help Desk leadership supporting large state or federal agencies

Experience managing support operations for Medicaid Enterprise System (MES) or other HHS modernization projects

Experience developing and maintaining SOPs, SLAs, and service reporting dashboards

Familiarity with ITIL or other service management frameworks

Experience with service management tools (e.g., ServiceNow, Jira Service Desk, Remedy)

Proven success coordinating across multiple vendors or system integrators

Excellent communication, problem-solving, and leadership skills

Strong reporting and data analysis capabilities using Excel or BI tools

ITIL v4 Foundation or equivalent certification

Experience working with CMS or state Medicaid technology programs

Any role-related Industry Certifications not listed above

 

 

 

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