Description

Oversee Service Desk operations, managing ticket queues to ensure timely assignment and resolution of incidents and service requests in accordance with SLAs.

Responsibilities

• Prioritize tickets based on urgency, impact, and criticality to optimize workload distribution.
• Monitor ticket progress and escalate issues to ensure prompt resolution and customer satisfaction.
• Coordinate with technical staff to provide guidance on ticket resolution and adherence to best practices.
• Generate reports and metrics on ticket performance to identify trends and areas for service optimization.

Required Skills

• Active Top Secret clearance with eligibility for Sensitive Compartmented Information (SCI) access.
• Minimum of 2 years of experience in IT service management or service desk operations.
• Proficiency with ticketing systems such as ServiceNow or Remedy.
• Strong understanding of ITIL practices, including incident, problem, and change management.
• Experience generating reports and analyzing performance metrics.
• Ability to manage competing priorities and meet strict deadlines.
• Strong analytical and problem-solving skills.
• Bachelor's degree or Associate's degree.

Preferred Skills

• ITIL Foundation or HDI Support Center Manager certification.

Key Skills

Education

Any Graduate