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# IT Service Desk / Knowledge Base Manager - Level IV

- **Company:** Kaimetrix, L.L.C.
- **Location:** Washington, DC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Knowledge Management, Diagnostic Tools, Information Technology
- **Published:** July 2, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5efe41a69bb3b91e

## About the Role

* Minimum of 10 years of progressive experience in IT service desk, knowledge management, or related support roles
 * Master's degree in Information Technology, Computer Science, or a related field, or equivalent experience

Certifications:

 * CompTIA CASP+, (ISC)² CISSP

## Description

Kaimetrix is seeking an IT Service Desk / Knowledge Base Manager - Level IV to provide senior-level leadership and oversight for enterprise service desk operations in a secure, mission-critical environment. This role serves as the primary escalation point for complex technical issues while managing knowledge base development and driving continuous improvement in support delivery.

What you'll do

 * Serve as the primary escalation point for complex and critical hardware and software incidents
 * Utilize advanced troubleshooting techniques, diagnostic tools, and industry best practices to implement scalable solutions
 * Analyze support data to identify trends, patterns, and opportunities for process optimization
 * Collaborate with engineering, product, and cross-functional teams to improve system design and supportability
 * Lead development and implementation of support strategies and service desk processes
 * Manage and maintain the organization's knowledge base to improve efficiency and knowledge sharing
 * Provide technical leadership and guidance to service desk personnel
 * Serve in a site lead capacity, overseeing service desk operations and support activities


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