IT Service Desk / Knowledge Base Manager

Kaimetrix; Fort Belvoir (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) and Roth retirement plan with employer matching

Annual education reimbursement for approved training

Paid time off that increases with tenure

Job summary

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. You will serve as the primary escalation point for complex incidents and oversee knowledge management processes.

The ideal candidate will possess a Master’s degree in IT or a related field and over 10 years of experience in IT service desk roles. The position offers impactful work and a comprehensive benefits package.

Qualifications

• Minimum of 10 years of progressive experience in IT service desk or related support roles.
• Master’s degree in Information Technology, Computer Science, or equivalent experience.

Responsibilities

• Serve as the primary escalation point for complex client-level hardware and software issues.
• Apply advanced troubleshooting techniques and diagnostic tools to develop scalable solutions.
• Analyze service desk data to identify trends and opportunities for improvement.
• Collaborate with cross-functional teams to enhance system performance.
• Lead the development and implementation of new service desk strategies.
• Manage and maintain the organization's knowledge base.
• Provide technical leadership and guidance to service desk personnel.
• Coordinate service desk operations across environments.

Job description

IT Service Desk / Knowledge Base Manager

About Kaimetrix, L. L. C.
At Kaimetrix, we deliver complete IT solutions and bring together complex and often siloed services - increasing the value of IT through a holistic, end-to-end approach. We combine real data with expert insights to help organizations modernize, streamline operations, advance IT initiatives, and achieve mission success for federal civilian, defense, and intelligence agencies. Our core capabilities include cybersecurity, data operations, end-user support, IT management, software development, systems engineering, process improvement, and technical advisory.

We believe our greatest asset is our people. We invest in our team’s growth, empower them with autonomy and accountability, and offer meaningful work that supports mission-focused agencies while advancing your career.

Join us if you’re looking to do impactful work, develop professionally, and be part of a culture that values continuous improvement, metrics-driven performance, and exceptional service.

Benefits Summary: Kaimetrix offers a comprehensive benefits package that includes medical, dental, and vision insurance; company-paid short-term and long-term disability coverage; company-paid life and AD&D insurance with additional voluntary options; a 401(k) and Roth retirement plan with employer matching; paid time off that increases with tenure; 11 paid federal holidays; FSA and HSA options; commuter benefits; annual education reimbursement for approved training and certifications; employer-paid identity protection; and optional supplemental coverages such as accident, cancer, critical illness, and hospital indemnity.

Kaimetrix, L.L.C. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

About the role

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

Qualifications

Education/Experience

• 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

• Active Tier 3 (T3) background investigation or ability to obtain and maintain