Description

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

None of the work mode flags (remote, hybrid, on-site) are set.

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.
• Bachelor's degree or Associate's degree.

Preferred Skills

• ITIL Foundation or HDI Support Center Manager certification.

Key Skills

Education

Any Graduate