Remote IT Service Desk Leader - ITIL/ITSM Excellence

Synergy; United States; Remote; USD 100,000 - 110,000; Full time

Benefits offered by this job

Group medical insurance

Dental insurance

Vision insurance

Company-paid life insurance

Short-term disability

Long-term disability

HSA

FSA

401(k) with company match

PTO & Bonus Leave

11 paid federal holidays

Parental leave

Tuition and training reimbursement

Referral bonus

Well-being programs

Job summary

Synergy is seeking a dynamic Incident Management Team Manager to lead enterprise IT support and ensure timely incident resolution across federal portfolios. You will champion ITSM best practices, drive continuous improvement, and manage Tier 2/3 technicians in a fast-paced, high-standards environment.

The role emphasizes SLA adherence, incident lifecycle oversight, and proactive reporting to federal stakeholders, with remote work options and a strong focus on automation and training.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field.
• ITIL knowledge including Incident, Problem, Change, and Knowledge Management.
• Experience with enterprise ITSM tools (Jira preferred).

Responsibilities

• Lead Tier 2 and Tier 3 Help Desk operations and incident resolution.
• Oversee ITSM lifecycle to meet SLAs and KPIs.
• Standardize ITIL-based processes (incidents, problems, changes).
• Prepare incident reports and RCA findings for stakeholders.
• Identify automation opportunities (RPA/AI) to reduce tickets.
• Mentor and train incident management staff.

Skills

ITIL principles

Leadership

Incident management

SLA & KPI management

Communication

Jira

Education

Bachelor's Degree in IT/Related Field

Master's Degree (MBA/IS)

Tools

Jira

ITSM tools

Job description

Synergy is seeking a dynamic Incident Management Team Manager to lead enterprise IT support and ensure timely incident resolution across federal portfolios. You will champion ITSM best practices, drive continuous improvement, and manage Tier 2/3 technicians in a fast-paced, high-standards environment.

The role emphasizes SLA adherence, incident lifecycle oversight, and proactive reporting to federal stakeholders, with remote work options and a strong focus on automation and training.