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incident management servicenow itsm cmdb asset management📋 Description
- Lead daily service desk operations, ensuring timely resolution of incidents and service requests.
- Supervise Service Desk Technicians; assign tasks and escalation management.
- Oversee user provisioning, identity and access management, and privileged access controls.
- Oversee ticket management processes, ensuring accuracy, prioritization, and SLAs.
- Maintain CMDB records and asset tracking systems.
- Enforce ITSM best practices and security/compliance requirements.
🎯 Requirements
- Bachelor’s degree in IT, CS, or related field, or equivalent.
- Minimum 5 years in service desk or IT support with leadership.
- Experience managing service desk operations in an enterprise environment.
- Strong knowledge of incident management, ticketing systems, and ITSM.
- Experience with identity and access management, including privileged account admin.
- Must be eligible for Tier 4 (High Risk Public Trust) background investigation.
🎁 Benefits
- Competitive pay
- Comprehensive health coverage
- Flexible PTO
- Federal holidays off
- Tuition reimbursement
- Professional development support
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