ITSM Platform & Service Desk Leader

A&T Systems, Inc.; Silver Spring (MD); On-site; USD 90,000 - 110,000; Full time

Job summary

A&T Systems, Inc. is seeking a Service Desk Platform & Integration Manager to lead technical operations and integration strategy. This role includes managing daily Service Desk operations and ensuring SLA compliance across a multi-site environment.

The ideal candidate will have a Bachelor’s degree in IT or related field, with a minimum of 7 years in IT Service Management. Responsibilities include incident management, ITSM platform administration, and continuous improvement initiatives.

Qualifications

• 7+ years of experience in IT Service Management and government IT operations.
• 4+ years of experience in ITSM platform management and service desk operations.
• Experience with multi-site service delivery and SLA management.

Responsibilities

• Lead daily Service Desk operations across multiple locations.
• Own the lifecycle management of incidents and problems.
• Administer and maintain cloud-based ITSM platforms.
• Monitor SLA and KPI performance, providing regular reports.
• Identify and implement process improvements for service delivery.

Skills

ITIL practices

Incident management

Service Delivery Performance

Cloud-based ITSM platforms

Operational reporting

Education

Bachelor’s degree in Information Technology

Master’s degree in IT Management preferred

Tools

ServiceNow

BMC Helix

Job description

A&T Systems, Inc. is seeking a Service Desk Platform & Integration Manager to lead technical operations and integration strategy. This role includes managing daily Service Desk operations and ensuring SLA compliance across a multi-site environment.

The ideal candidate will have a Bachelor’s degree in IT or related field, with a minimum of 7 years in IT Service Management. Responsibilities include incident management, ITSM platform administration, and continuous improvement initiatives.