Overview
Remote
Depends on Experience
Contract - Independent
Contract - W2
Contract - 12 Month(s)
Skills
ITIL 4
HDI-SCM
ServiceNow
ITSM
Job Details
Key Responsibilities:
- Supervise and mentor a team of Tier 1 and Tier 2 IT support analysts
- Ensure service desk incidents are properly logged, tracked, escalated, and resolved in compliance with SLAs
- Implement and enforce ITIL-based best practices in incident, request, and problem management
- Drive improvements in customer satisfaction and end-user experience
- Monitor performance metrics and develop regular reporting on service levels and operational KPIs
- Support onboarding, training, and scheduling of help desk staff
- Participate in new business transition activities, team readiness assessments, and customer briefings
- Collaborate with stakeholders to continuously optimize support workflows and service delivery processes
Required Qualifications:
- 8+ years of experience in IT operations or service desk environments
- 2+ years of experience in a supervisory or team lead capacity
- Experience supporting federal clients and mission-critical systems
- Strong communication, leadership, and conflict-resolution skills
- Strong knowledge and experience with ServiceNow
- Solid understanding of ITIL-based service desk metrics and reporting
- Ability to manage teams in high-paced, compliance-regulated environments
Desired Certifications (Candidates must have a minimum of 2):
- ITIL 4 Foundation
- ITIL 4 Practitioner: Service Desk
- HDI-Support Center Manager (HDI-SCM)
- ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM)
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