🛠 Tech Stack

💼 About This Role

You'll lead daily Service Desk operations for a federal client, overseeing Tier I/II support and ensuring SLA compliance. You'll drive continuous improvement initiatives and coordinate major incident response.

🎯 What You'll Do

• Lead daily Service Desk operations and Tier I/II oversight
• Manage queue performance, prioritization, and escalation processes
• Oversee ServiceNow ticketing quality and audit readiness
• Coordinate Major Incident response and post-incident reporting

📋 Requirements

• 7+ years of IT support experience including Service Desk operations
• 3+ years leading Service Desk or IT support teams
• Hands-on experience with ServiceNow ITSM
• Experience supporting Microsoft 365 and endpoint troubleshooting

✨ Nice to Have

• ITIL v4 certification
• Experience with Azure AD/Entra ID and ICAM processes
• Experience supporting federal clients in regulated environments

🎁 Benefits & Perks

• 💵 Competitive salaries
• 🏖️ Generous Paid Time Off package
• 🩺 Full health benefits including medical, dental, vision, life
• 💰 401(k) retirement plan
• 📚 Professional development support

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Hiring Manager Interview· 45 min

[email protected]