*PREREQUISITES*
- Must be a US citizen
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Must Reside in the DMV Area (DC, Maryland, Virginia)
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Must have a minimum of 5-years Experience
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Bachelors Degree Preferred
PLEASE NOTE:
- No C2C Opportunities
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Background check is Mandatory for the position
General Job Description: Provides operational oversight and coordination of Service Desk activities supporting end users and enterprise operations. Responsible for escalation management, SLA monitoring, operational reporting, and Tier 2/3 coordination.
Key Responsibilities
- Manage day-to-day service desk operations.
- Coordinate escalations and operational reporting.
- Monitor SLAs and ticket queues.
- Support Tier 2/3 troubleshooting coordination
Qualifications
- 5+ years’ service desk or operations experience
- Bachelors Degree (BA or BS)
- Experience with ITSM tools and ticketing systems
- Recommended Certifications: ITIL Foundation preferred.
- Strong customer service and leadership skills
