Oversees the daily execution of IT Service Desk and infrastructure operations, ensuring consistent, high‑quality technical support while managing ticketing performance, SLA adherence, Jira administration, and continuous workflow optimization.
Gathers and translates stakeholder requirements into effective policies, standards, and operational guidance, fostering strong cross‑functional relationships across IT Operations, IT Service Management, Product, Project Management, and Executive Leadership.
Supports incident and problem management through technical analysis and reporting communicating complex issues to both technical and non‑technical audiences.
Upholds rigorous quality assurance standards, drives process improvements, and leads implementations, change control activities, and incident response efforts.
Prepares and presents reports to leadership, while providing full people leadership across hiring, onboarding, coaching, and performance management to cultivate a culture of accountability, continuous improvement, and customer‑centric service.

Requirements

Bachelor's with 8-12 years (or commensurate experience)
Provide direct oversight of daily IT Service Desk and Production Support System activities to ensure consistent, high-quality technical support.
Oversee IT ticketing system performance, including SLA adherence, queue management, and metric reporting to exceed service expectations.
Support and administer Jira for internal users, including workflow configuration and troubleshooting.
Evaluate and refine operational workflows to identify inefficiencies and implement improvements that maximize productivity.
Establish and execute the long-term vision for the IT Service Desk and infrastructure in alignment with company culture and strategic objectives.
Gather service desk requirements from Veteran Affairs subject matter experts and stakeholders, translating them into policies, standards, and operational guidance.
Build and maintain strong relationships across IT Operations, IT Service Management, Product teams, Project Managers, and Executive Leadership.
Collaborate with stakeholders to develop best practices, establish policies, and ensure customer needs are consistently met or exceeded.
Conduct product and service reviews to assess root causes, performance trends, and risk or issue concerns

Benefits

Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment

Applicant Tracking System Keywords

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

Hard Skills & Tools

IT Service Desk managementinfrastructure operationsticketing performanceSLA adherenceincident managementproblem managementtechnical analysisquality assuranceprocess improvementsworkflow optimization

Soft Skills

cross-functional relationshipscommunicationpeople leadershipcoachingperformance managementaccountabilitycontinuous improvementcustomer-centric service

Certifications

Bachelor's degree