Mission-Ready IT Service Desk & Knowledge Lead

Systems Plus, Inc.; Fort Bliss (TX); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Systems Plus, Inc. seeks an IT Service Desk/Knowledge Base Manager - Level IV to lead enterprise IT Service Desk operations and drive knowledge management strategy at Fort Bliss, TX.

The role requires directing ITSM programs, governance, and performance metrics to ensure mission readiness and service excellence. The ideal candidate has a Master’s degree (or equivalent), IAT II, and CE: Professional certification with 12+ years in enterprise IT service leadership.

Qualifications

• Master's degree or equivalency.
• IAT II certification.
• CE: Professional (Expert preferred).
• 12+ years of experience in enterprise IT Service Desk operations.

Responsibilities

• Lead enterprise IT Service Desk operations and knowledge management strategy.
• Provide strategic oversight of ITSM, service governance, and continual service improvement initiatives.
• Lead knowledge governance and performance metrics to optimize service delivery and mission readiness.
• Serve as senior advisor to Government leadership on enterprise service desk operations and customer support strategy.
• Supervise IT Service Desk Specialists, Coordinators, or Technicians.

Skills

ITSM leadership

Knowledge management

ServiceNow

Governance

Performance metrics

Customer support strategy

Education

Master's degree

IAT II

CE: Professional

Tools

Survey design

Survey administration

Data analysis

Reporting

Job description

Systems Plus, Inc. seeks an IT Service Desk/Knowledge Base Manager - Level IV to lead enterprise IT Service Desk operations and drive knowledge management strategy at Fort Bliss, TX.

The role requires directing ITSM programs, governance, and performance metrics to ensure mission readiness and service excellence. The ideal candidate has a Master’s degree (or equivalent), IAT II, and CE: Professional certification with 12+ years in enterprise IT service leadership.