🛠 Tech Stack

💼 About This Role

You'll lead, coach, and develop a team ensuring strong performance and a high-quality user experience. You'll oversee day-to-day operations of user support, including request intake and ticket management across ServiceNow and Jira. This role offers the chance to drive continuous service improvement for a federal client.

🎯 What You'll Do

• Lead, coach, and develop a team of user support specialists.
• Oversee request intake, triage, ticket management, and escalations.
• Establish and enforce support standards and SLAs.
• Drive quality and consistency across multi-channel user interactions.

📋 Requirements

• 10+ years of IT experience with end-user support.
• Expert knowledge of service desk operations and incident management.
• Experience with ticketing systems like ServiceNow or Jira.
• Active Secret clearance.

✨ Nice to Have

• Experience supporting Windows, macOS, and mobile devices.
• Experience with Active Directory or Azure AD.
• Experience with endpoint management tools like Intune or SCCM.

🎁 Benefits & Perks

• 🏖️ Paid time off and holidays.
• 💰 Performance-based bonuses.
• 📚 Tuition reimbursement and certifications.
• 🏥 Health insurance including medical, dental, vision.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter phone screen· 30 min
2. 2Technical interview· 60 min
3. 3Hiring manager interview· 45 min
4. 4Offer· N/A