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# IT Service Desk / Knowledge Base Manager

- **Company:** Kaimetrix, L.L.C.
- **Location:** Fort Belvoir, VA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Knowledge Management, Software Engineering, Diagnostic Tools, Information Technology
- **Published:** June 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=833fa8a9fdbe8dfe

## About the Role

Do you have a valid CompTIA Advanced Security Practitioner certification?, Do you have experience in IT department experience?, Do you have a Master's degree?, * 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 expert-level technical support and leadership for enterprise service desk operations in a secure, mission-critical environment. This role serves as the primary escalation point for complex incidents while overseeing knowledge management processes to ensure efficient, high-quality support delivery.

What you'll do

 * Serve as the primary escalation point for complex and critical client-level hardware and software issues
 * Apply advanced troubleshooting techniques, diagnostic tools, and industry best practices to develop effective and scalable solutions
 * Analyze service desk data to identify trends, patterns, and opportunities for process improvement and optimization
 * Collaborate with engineering, product, and cross-functional teams to enhance system performance and supportability
 * Lead the development and implementation of new service desk strategies and support processes
 * Manage and maintain the organization's knowledge base to improve team efficiency and knowledge sharing
 * Provide technical leadership and guidance to service desk and support personnel
 * Serve in a site lead capacity, coordinating service desk operations and support activities across environments


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