Provide transformative leadership and direction to Tier I, Tier II, and remote support personnel.
Attend customer meetings to present status of IT operations.
Lead the strategy for leveraging and enhancing ServiceNow functionality.
Oversee task tracking and reporting using the ITSM system.
Generate and analyze regular and ad-hoc reports to track improvements in operational metrics.

Requirements

Active Top Secret (TS) clearance with SCI eligibility.
Bachelor’s degree in Business, Information Systems, Engineering, or related discipline and 15+ years of relevant experience OR Master’s degree in a related field and 13+ years of relevant experience.
Demonstrated experience driving measurable improvements in service desk operations.
Experience implementing SLA/SLO performance frameworks and operational KPI dashboards.
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.
Proven ability to influence executive stakeholders and drive enterprise-level operational strategy.
Experience managing multi-disciplinary operational teams supporting cloud, DevSecOps, cybersecurity, data, and user support services.

Benefits

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

ServiceNowITSMSLASLOKPIautomated call distributionInteractive Voice Responseremote desktop takeovercloudDevSecOps

Soft Skills

transformative leadershipinfluence executive stakeholdersdrive operational strategypresent statusanalyze reportsoversee task trackingmanage multi-disciplinary teamscustomer engagementcommunicationorganizational

Certifications

Top Secret clearanceITIL 4 FoundationInformation Assurance Technician Level II