Secret-Cleared Service Desk Incident Manager (Onsite)

Black Bear Technology Solutions; Aberdeen (MD); On-site; USD 70,000 - 110,000; Full time

Job summary

Black Bear Technology Solutions, LLC (B2TS) is seeking a Service Desk Incident Manager for Aberdeen Proving Grounds, onsite. You will oversee the flow of service requests and IT incidents using ITIL-based practices and ServiceNow to ensure SLAs are met and a positive user experience is delivered.

Required: 5 years in IT support or help desk, a Bachelor's degree or a High School Diploma with 2 years additional experience, and certifications (IAT II, ITIL v4 Foundation).

Qualifications

• Minimum of 5 years in IT support or help desk operations.
• Bachelor's degree or High School Diploma with additional 2 years of experience.
• IAT II certification - CompTIA (Network+, Security+, or equivalent).
• ITIL v4 Foundation certification.
• Must meet DoD 8750 and 8140 compliance requirements.

Responsibilities

• Oversee and manage the flow of service requests and incidents using ITIL-based practices.
• Utilize ServiceNow to monitor ticket progress and incident documentation.
• Ensure timely problem recognition, research, isolation, resolution, and follow-up steps.
• Resolve routine issues independently and escalate complex issues to Tier 2 or supervisory staff.
• Collaborate with Service Desk Leads and IT teams to prioritize and coordinate resolution efforts.
• Track and report service metrics to improve response and delivery times.
• Continuously enhance the service desk operation with a focus on user experience and IT process improvement.
• Train and provide guidance to junior personnel as needed.
• Maintain efficiency and performance in incident management across enterprise support environments.

Skills

ITIL practices

ServiceNow

Incident management

Customer support

Education

Bachelor's degree

High School Diploma + 2 years experience

Tools

ServiceNow

Job description

Black Bear Technology Solutions, LLC (B2TS) is seeking a Service Desk Incident Manager for Aberdeen Proving Grounds, onsite. You will oversee the flow of service requests and IT incidents using ITIL-based practices and ServiceNow to ensure SLAs are met and a positive user experience is delivered.

Required: 5 years in IT support or help desk, a Bachelor's degree or a High School Diploma with 2 years additional experience, and certifications (IAT II, ITIL v4 Foundation).