Onsite Service Desk Lead – ServiceNow & ITIL Expert

Trillion Technology Solutions, Inc; Washington (District of Columbia); On-site; USD 85,000 - 110,000; Full time

Job summary

Trillion Technology Solutions, Inc is seeking an experienced on-site IT professional to support the DFC IT infrastructure in Washington, DC. You will handle complex Service Desk and System Engineering tasks, working directly with clients to resolve issues and drive ITIL-based improvements.

The role requires VIP-level support skills, strong communication, and hands-on experience with ServiceNow, Active Directory, VPN, and related security and collaboration tools.

Qualifications

• 5-6 years of Service Desk/Systems Engineering Support with leadership in automated environments.
• Experience using ServiceNow for ticket management and ITIL-based process improvement.
• VIP-level support experience and ability to document deliverables.
• Strong written and verbal communication skills with client-facing experience.
• Knowledge of ServiceNow and ITIL practices in complex IT infrastructures.

Responsibilities

• Respond to and manage tickets for complex Service Desk/System Engineering tasks using ServiceNow.
• Collaborate with clients to resolve ticket items and infrastructure issues.
• Maintain updates on open tickets; provide regular tracking and summaries to the Service Area Manager.
• Improve ServiceNow automation and ITIL-based processes for client IT infrastructure.
• Support VIPs at HQ and ensure access to servers, VPN, Wi-Fi and required applications.
• Perform other duties as assigned.

Skills

ServiceNow

ITIL

VIP support

Ticket management

Customer communication

Tools

Active Directory

Windows 10/11

Microsoft Exchange

VPN

InTune (MDM)

DFS

SharePoint

Office 365

Job description

Trillion Technology Solutions, Inc is seeking an experienced on-site IT professional to support the DFC IT infrastructure in Washington, DC. You will handle complex Service Desk and System Engineering tasks, working directly with clients to resolve issues and drive ITIL-based improvements.

The role requires VIP-level support skills, strong communication, and hands-on experience with ServiceNow, Active Directory, VPN, and related security and collaboration tools.