IT Service Desk / Knowledge Base Manager – Level IV

Kaimetrix; Washington (District of Columbia); 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

Job summary

Kaimetrix is seeking an IT Service Desk / Knowledge Base Manager – Level IV to lead enterprise service desk operations. You will address complex technical issues and manage the knowledge base to enhance efficiency.

The ideal candidate has at least 10 years of experience in IT service desk or related roles, and a Master's degree in a relevant field. Join us to work on impactful projects while benefiting from a comprehensive range of employee benefits.

Qualifications

• Minimum of 10 years of progressive experience in IT service desk or knowledge management.
• Master’s degree in IT, Computer Science, or related field required.

Responsibilities

• Serve as primary escalation point for complex hardware and software incidents.
• Utilize diagnostic tools to implement scalable solutions.
• Analyze support data to identify trends for process optimization.
• Collaborate with cross-functional teams to improve system supportability.

Skills

Advanced troubleshooting techniques

Knowledge management

Process optimization

Technical leadership

Education

Master's degree in Information Technology or Computer Science

Job description

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&DD 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.

Equal Opportunity Employer: 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

IT Service Desk / Knowledge Base Manager – Level IV is seeking senior-level leadership and oversight for enterprise service desk operations in a secure, mission-critical environment. This role serves as the primary escalation point for complex technical issues while managing knowledge base development and driving continuous improvement in support delivery.

What you'll do

• Serve as the primary escalation point for complex and critical hardware and software incidents
• Utilize advanced troubleshooting techniques, diagnostic tools, and industry best practices to implement scalable solutions
• Analyze support data to identify trends, patterns, and opportunities for process optimization
• Collaborate with engineering, product, and cross-functional teams to improve system design and supportability
• Lead development and implementation of support strategies and service desk processes
• Manage and maintain the organization’s knowledge base to improve efficiency and knowledge sharing
• Provide technical leadership and guidance to service desk personnel
• Serve in a site lead capacity, overseeing service desk operations and support activities

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