ITSM Lead for Defense with Secret Clearance

Archer; United States; Vor Ort; USD 145.000 - 200.000; Vollzeit

Benefits dieser Stelle

Health benefits

401K

Paid time off (vacation/holidays)

Life insurance

Short-term and long-term disability

Zusammenfassung

Archer, in partnership with TekSynap, seeks an ITSM Lead to join its Defense team. The role focuses on leading ITSM processes, improving service delivery, and coordinating service desk workflows in a government-facing environment.

The ideal candidate has extensive ITSM experience, ITIL expertise, and familiarity with ServiceNow/JSM, BMC Helix or Remedy, and KM-enabled self-service initiatives. Arlington, VA-based, with occasional travel.

Qualifikationen

• Eight+ years in ITSM and enterprise service delivery in large-scale or complex environments.
• Experience with ITIL processes including incident, request, problem, change, knowledge, and service level management.
• Knowledge of service desk metrics and reporting (SLAs, KPIs, MTTR, first-contact resolution).

Aufgaben

• Lead incident, request, problem, change, knowledge, service catalog, and reporting processes.
• Support ITSM administration and process configuration.
• Improve self-service and Tier 0 capabilities.
• Coordinate service desk workflows.
• Develop performance dashboards.

Kenntnisse

ITSM experience

ITIL processes

ServiceNow/JSM

BMC Helix/Remedy

Performance metrics

Government/DoD exposure

Incident management

Change management

Ausbildung

BA/BS in IT, Cybersecurity, CS, IS, Data Science, or SWE

Tools

BMC Helix

BMC Remedy

ServiceNow

Jira Service Management

Jobbeschreibung

Archer, in partnership with TekSynap, seeks an ITSM Lead to join its Defense team. The role focuses on leading ITSM processes, improving service delivery, and coordinating service desk workflows in a government-facing environment.

The ideal candidate has extensive ITSM experience, ITIL expertise, and familiarity with ServiceNow/JSM, BMC Helix or Remedy, and KM-enabled self-service initiatives. Arlington, VA-based, with occasional travel.