Provide transformative leadership and direction to Tier I, Tier II, and remote support personnel
Act as a primary change agent, driving the adoption and optimization of ITIL4 processes and practices within the team
Attend customer meetings to present the status of IT operations, report on key performance indicators (KPIs), and align service delivery with mission objectives
Lead the strategy for leveraging and enhancing ServiceNow functionality
Develop and mature the Problem Management and Knowledge Management processes to reduce incidents and improve resolution efficiency
Oversee task tracking and reporting using the ITSM system
Collaborate with various departments to gather information and ensure documentation (SOPs, TTPs, and how-to guides) accurately reflects current and future-state processes
Generate and analyze regular and ad-hoc reports to track and demonstrate improvements in operational metrics, customer experience, and AQL/SLA targets

Requirements

Active TS/SCI clearance
Bachelor’s Degree with 8+ years of relevant experience or a Master’s Degree with 6-10 years of experience
Demonstrated experience driving measurable improvements in service desk operations
Current ITIL 4 Foundation Certification or higher
Demonstrated experience with ServiceNow, including at least four (4) years of hands-on work with an ITSM ticketing system
Experience with automated call distribution (ACD) / Interactive Voice Response (IVR) systems
Must possess an Information Assurance Technician (IAT) Level II certification
Experience with remote desktop takeover tools

Benefits

competitive compensation
Health and Wellness programs
Income Protection
Paid Leave
Retirement

Applicant Tracking System Keywords

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

Hard Skills & Tools

ITIL4 processesServiceNowProblem ManagementKnowledge Managementtask trackingreportingautomated call distribution (ACD)Interactive Voice Response (IVR)remote desktop takeover tools

Soft Skills

leadershipcommunicationcollaborationstrategic planningchange management

Certifications

Active TS/SCI clearanceBachelor’s DegreeMaster’s DegreeITIL 4 Foundation CertificationInformation Assurance Technician (IAT) Level II