Ensure the quality and integrity of IT service delivery through detailed analysis, reporting, and continuous process improvement across Service Desk operations.
Monitor customer satisfaction survey results for compliance with the PRS, conduct deep dives into low-scoring feedback, identify root causes, and recommend corrective actions.
Apply After Action Report (AAR) policies to address performance infractions and service delivery issues.
Maintain Service Desk quality standards for Tier 0 and Tier 1 operations by developing ticket quality guidelines and training staff on documentation best practices.
Monitor Service Desk queues for critical incidents and ensure accurate ticket documentation aligned with Knowledge Base Articles (KBAs).
Support Tier 2 operations by performing quality reviews of incident management and problem analysis records, ensuring accurate linkage of related incidents.
Conduct proactive monitoring of Automated Call Distribution (ACD), incidents, and queue activity to identify service-impacting issues.
Integrate call and incident data into wallboards to provide real-time visibility into Service Desk call volumes and performance.
Ensure effective coordination procedures for efficient hand-offs, timely escalation, and adherence to communication and update timelines.
Perform ongoing knowledge base reviews to ensure articles remain current, applicable, and meet quality assurance standards.
Investigate, diagnose, and document recurring problems; maintain known error knowledge bases and provide trend analysis for process improvement.
Promote effective two-way communication to prevent future outages and ensure service requests are properly documented.
Collaborate cross-functionally with strong analytical skills and attention to detail to drive continuous service improvement initiatives.

Requirements

US Citizen; Able to obtain public trust clearance
Experience working in a Service Desk or ITSM support role
Familiarity with ServiceNow ITSM or a comparable ITSM platform
Basic understanding of ITSM processes (e.g., Incident, Request, Change)
Ability to follow established procedures and work within approved change and approval processes
Strong written communication skills and attention to detail
Experience using Microsoft Excel and Microsoft 365 tools
ITIL Foundation certification or coursework
Preferred Experience: ServiceNow Certified System Administrator (CSA) – entry level or in progress.
Experience supporting Service Desk operations in a federal or regulated environment

Benefits

15 PTO days
11 paid holidays
Medical Insurance
Dental Insurance
Vision Insurance
Short Term and Long Term Disability coverage with 100% premium support
401k Program with Bravium matching 100% of up to 4% of salary
Training Program
Employee Assistance Program
Maternity Leave
Paternity Leave
Annual performance bonuses
Referral bonus
Flexible work arrangements
Access to robust training and professional development program

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT service deliveryprocess improvementticket quality guidelinesincident managementproblem analysisdata analysistrend analysisknowledge base managementcustomer satisfaction monitoringroot cause analysis

Soft Skills

analytical skillsattention to detailwritten communicationcollaborationproblem-solvingprocess adherenceeffective coordinationtwo-way communication

Certifications

ITIL Foundation certificationServiceNow Certified System Administrator (CSA)