Related skills
project management itil servicenow itsm ticketing📋 Description
- Oversee daily desktop support operations
- Lead ServiceNow ticket queue: triage, routing, closure
- Schedule workload across Tier 1/2 techs by skill and SLA priorities
- Monitor SLA metrics and escalate risks to prevent breaches
- Provide operational oversight to desktop support technicians
- Act as Project Manager during absences; ensure continuity of operations
🎯 Requirements
- Bachelor's in IT/CS or related field (or Associate's with equivalent)
- 5+ years IT operations management experience
- 3+ years supervisory/queue management experience
- ServiceNow ITSM admin (incident, request, problem) with SLA
- ITIL Foundation certification
- Active Public Trust clearance (or ability to obtain)
🎁 Benefits
- Competitive benefits
- Professional development opportunities
- Flexible, innovative culture
- Career growth and advancement
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