Service Desk Lead
CSV, INC.
Quantico, VA, United States
4 days ago
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Role details
Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Experience level
Expert
Experience required
5 years minimum
Working hours
Regular working hours
Job source
Tech stack
Knowledge Management
SC Clearance
Servicenow
Job description
- Supervise Tier 1/2 technicians and oversee incident/ticket escalation.
- Ensure 85% Tier 1 resolution and SLA adherence.
- Maintain knowledge base and reporting metrics.
- Coordinate service transition and process improvements.
| Core Competencies:Service desk leadership | Incident management | SLA compliance | Knowledge management |
Requirements
Customer Support/Service, Secret Clearance, Service Level Agreement (SLA), Customer Support/Service, Knowledge Base, Metrics, Process Improvement, Incident Management, Leadership, Knowledge Management, * Education: BA/BS with 3+ years (or 7 years in lieu of degree).
- Certifications: ITIL v4 Foundations (required); HDI Support Center Manager preferred.
- Experience: 5-7 years ITSM/help desk leadership in enterprise environments.
| Technical Screening / Tools:ServiceNow | Remedy | BMC Helix |
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