Service Desk Incident Manager
Clearance Required: Secret Clearance
Locations: Aberdeen Proving Grounds (Onsite)
Position Overview:
The Service Desk Incident Manager oversees the processing and resolution of service requests and IT incidents. These roles utilize ITIL best practices and ServiceNow to ensure ticket queues are efficiently managed and service level agreements are met. This position supports seamless IT operations and contributes to improved user experiences across supported environments.
Key Responsibilities:
Oversee and manage the flow of service requests and incidents using ITIL-based practices.
Utilize ServiceNow to monitor ticket progress and maintain incident documentation.
Ensure timely problem recognition, research, isolation, resolution, and follow-up steps.
Resolve routine issues independently and escalate complex issues to Tier 2 or supervisory staff.
Collaborate with Service Desk Leads and IT teams to prioritize and coordinate resolution efforts.
Track and report service metrics to improve response and delivery times.
Continuously enhance the service desk operation with a focus on user experience and IT process improvement.
Train and provide guidance to junior personnel as needed.
Maintain efficiency and performance in incident management across enterprise support environments.
Required Qualifications:
• Experience: Minimum of 5 years in IT support or help desk operations
• Education: Bachelor’s degree OR High School Diploma with an additional 2 years of experience
• Certifications (Required):
IAT II certification - CompTIA (Network+, Security+, or equivalent)
ITIL v4 Foundation
Must meet DoD 8750 and 8140 compliance requirements
...AKIRA Fashion Stylist About AKIRA Founded in 2002 with our first women's boutique in Chicago, AKIRA has grown into a national... ...create complete, head-to-toe looks for clients. Managing and personalizing fitting rooms to enhance the client experience. Building...
...perspectives and contributions of people from all age groups and backgrounds, including younger generations. We are looking for a Gutter Installer with ideally 3 years of experience in gutter installation. This person should be skilled in gutter work, comfortable...
...of America's most progressive family owned and operated automotive companies proudly serving Tampa Bay! Kuhn Volkswagen has been a staple in the Tampa Bay area for well over 20 years. We are the #1 volume Volkswagen store in Central Florida and are tracking in the top...
...yourself, not by yourself. As one of the largest personal lines insurance agencies in the US, #Comparion Insurance Agents connect members... ...day one, including health and dental insurance, 401(k) with company match, company paid pension, paid time off, 401(k) student loan...
...A leading global manufacturer of Converting and PackagingEquipment is looking for a strong Field Service Engineer to focus on their FlexiblePackaging machinery. Their US base ofoperations is in Miami, FL. A validpassport is required. The ability to speakSpanish...