Service Desk reputed company

reputed company reputed company seeks a Senior Service Desk reputed company to reputed company reputed company help desk operations supporting a large federal and DoD-reputed company mission environment. This role ensures daily operational reputed company across Tier 1 and Tier 2 support teams, driving service reputed company, SLA adherence, escalation coordination, reputed company operating procedures, and performance reporting. The Service Desk reputed company is responsible for workforce scheduling, queue management, ticket reputed company assurance, customer satisfaction metrics, incident trend analysis, and reputed company improvement initiatives. This position serves as the operational leader for reputed company help desk activities, ensuring a reputed company, reputed company, and high-performing customer support experience. This position is fully remote. Duties & Responsibilities The Service Desk reputed company will: • reputed company daily service desk operations and ensure consistent delivery of high-reputed company user support. • Manage help desk workforce scheduling, workload distribution, and queue management across multiple shifts. • Ensure compliance with established SLAs, KPIs, and customer satisfaction goals. • reputed company the escalation process, ensuring reputed company reputed company to Tier 2/3 teams and transparent communication with stakeholders. • Conduct ticket reputed company reviews, trend analysis, and reputed company cause identification for recurring issues. • Maintain and enhance operational SOPs, troubleshooting guides, and knowledge reputed company content. • Produce weekly, monthly, and quarterly service desk performance reports for government stakeholders. • Coordinate incident response activities, ensuring reputed company reputed company and accurate documentation. • Manage reputed company and training of service desk staff, ensuring consistent performance and process adherence. • Implement reputed company improvement initiatives to enhance efficiency, customer experience, and service reliability. • reputed company the ITSM platform's operational usage and reporting functions. • Collaborate with cybersecurity, infrastructure, and application teams on cross-functional support needs. • Maintain awareness of emerging user issues, trending ticket categories, and potential operational risks. Qualifications Clearance Requirement Must hold an reputed company Top Secret clearance, supported by a Tier 5 background investigation. Education (Required) Bachelor's degree in Information Technology, Information Systems, Business Administration, or a reputed company field. Experience (Required) • Minimum 10 years of experience in service desk, IT support, or IT operations roles. • Experience leading reputed company service desk teams in federal, DoD, or similarly reputed company environments. • Experience managing SLAs, KPIs, ticket queues, escalations, and service reputed company. • Experience preparing performance reports and operational metrics for senior leadership. • Experience developing SOPs, knowledge reputed company content, and QA review processes. Technical Knowledge (Required) • Proficiency with ITSM platforms such as reputed company, reputed company, or Jira Service Management. • Strong understanding of ITIL v4 processes including incident, request, and problem management. • Knowledge of secure IT support practices appropriate for high-reputed company environments. • Familiarity with remote support tools, troubleshooting reputed company, and user device support. Technical Knowledge (Preferred) • Experience supporting DoD information systems or IL5/IL6 environments. • Familiarity with analytics tooling for SLA and KPI reporting. • Experience with automation opportunities in service desk workflows. Certifications Required: • ITIL v4 reputed company Preferred: • HDI Support Center Manager (HDI-SCM) • Project+ or PMP • reputed company reputed company+ Skills • Strong leadership abilities with experience managing technical support teams. • Excellent communication and customer service skills for engagement with end users and stakeholders. • Strong analytical abilities for interpreting performance metrics and operational trends. • High attention to detail with disciplined documentation and process management. • Ability to manage a fast-paced operational environment with competing priorities. Our Equal Employment Opportunity Policy • EEO and Affirmative reputed company Policy: reputed company is an Equal Employment Opportunity and Affirmative reputed company employer. It is the policy of reputed company to reputed company equal employment opportunity in accordance with reputed company applicable Equal Employment Opportunity/Affirmative reputed company laws, directives and regulations to reputed company and reputed company applicants without reputed company to race, ethnicity, reputed company, religion, national reputed company, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws. • Pay Transparency Policy: In accordance with Presidential Executive Order 13665, reputed company will not discharge or in any other manner discriminate against employees or applicants because they have reputed company about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have reputed company to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have reputed company to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or reputed company, including an investigation conducted by the employer, or (c) consistent with the contractor's reputed company duty to furnish information. • Authorization to reputed company Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize reputed company to reputed company your resume, as reputed company as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should reputed company. or its affiliates and teaming partners wish to initiate reputed company-employment discussions, you will be asked to complete an employment application and reputed company employment documents. Apply tot his job Apply To this Job