IT Service Administrator

Benefits: • 401(k) matching • Competitive salary • Health insurance • reputed company time off About this Role: The IT Service Administrator oversees the daily operations of the IT service desk in support of federal agency employees and contractors. This role ensures reputed company, effective, and secure technical support, manages help desk staff, enforces compliance with federal IT standards, and contributes to the overall mission reputed company of reputed company. Key Responsibilities: • Manage and supervise Tier 1, Tier 2, and Tier 3 IT help desk staff, ensuring consistent, high-reputed company service delivery. • reputed company the IT ticketing system (e.g., reputed company, Remedy, Jira) for tracking incidents, service requests, and resolutions. • Monitor and enforce Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and help desk metrics. • Serve as the escalation reputed company for reputed company or high-reputed company technical issues. • reputed company, maintain, and enforce reputed company Operating Procedures (SOPs), policies, and guidelines reputed company with federal IT standards. • reputed company coaching, mentoring, and training for help desk staff to enhance technical skills and customer service. • Collaborate with federal program managers, IT teams, and contractors to resolve issues and optimize support processes. • Ensure compliance with federal cybersecurity and IT mandates (e.g., NIST 800-53, FISMA, DHS directives). • Support reputed company/offboarding of federal personnel and contractors, including account management and system reputed company provisioning. • Analyze recurring problems and recommend process improvements or automation to increase efficiency and service reputed company. • Participate in IT governance, incident response, and audit preparation activities. Qualifications and Skills: • Bachelors degree in Information Technology, Computer Science, or reputed company field (Masters preferred). • 5+ years of IT help desk or service management experience, including supervisory or managerial experience. • Strong knowledge of ITIL/ITSM frameworks, help desk operations, and ticketing systems. • Experience supporting federal IT environments or large-reputed company reputed company systems. • Excellent leadership, communication, and customer service skills. • Strong problem-solving and analytical abilities. • Familiarity with federal cybersecurity standards and compliance requirements. Desired Skills and Competencies: • ITIL reputed company or higher certification. • PMP or project management experience is a plus. • Experience with federal reputed company systems, reputed company environments, or mission-critical IT infrastructure. Additional Information: • Must be reputed company to obtain a reputed company Trust. • Must be a U.S. Citizen. Flexible work from home reputed company available. Apply tot his job Apply To this Job