Tech Stack

Description

In this role, you will support daily IT operations by overseeing desktop support teams and managing the ServiceNow ticket queue. You'll ensure efficient workload distribution, SLA adherence, and continuous visibility into ticket performance while serving as a backup to the Project Manager.

Requirements

• Bachelor's degree in IT, Computer Science, or related field (or Associate's with equivalent experience)
• Minimum 5 years of IT operations management experience
• At least 3 years of supervisory, team lead, or queue management experience
• Hands-on experience with ServiceNow administration and ITSM processes (incident, request, and problem management)
• ITIL Foundation certification and ability to obtain Public Trust clearance

Responsibilities

• Support the Project Manager in managing day-to-day desktop support operations
• Serve as primary lead for ServiceNow ticket queue, including triage, routing, assignment, and closure oversight
• Schedule and distribute workload across Tier 1 and Tier 2 technicians based on skillsets, availability, and SLA priorities
• Monitor SLA response and resolution metrics; proactively escalate risks to prevent breaches
• Prepare weekly reporting including ticket summaries, backlog status, and trend analysis for leadership presentations