Service Desk Lead
Taurean
Location: Quantico, VA Clearance: Secret Overview: Manages the Enterprise Service Desk to ensure 24x7x365 Tier 1/2 coverage and SLA compliance for 6,000 users across 1,600 sites. Responsibilities: Supervise Tier 1/2 technicians and oversee incident/ticket escalation. Ensure ≥85% Tier 1 resolution and SLA adherence. Maintain knowledge base and reporting metrics. Coordinate service transition and process improvements. Core Competencies: Service desk leadership | Incident management | SLA compliance | Knowledge management Requirements: Education: BA/BS with 3+ years (or 7 years in lieu of degree). Certifications: ITIL v4 Foundations (required); HDI Support Center Manager preferred. Experience: 5–7 years ITSM/help desk leadership in enterprise environments. Technical Screening / Tools: ServiceNow | Remedy | BMC Helix #J-18808-Ljbffr Taurean
Vacancy posted 9 hours ago
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