Senior IT Service Desk & Knowledge Base Lead

Kaimetrix; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) and Roth retirement plan with employer matching

Annual education reimbursement

Job summary

Kaimetrix is seeking an IT Service Desk / Knowledge Base Manager – Level IV to lead enterprise service desk operations. You will address complex technical issues and manage the knowledge base to enhance efficiency.

The ideal candidate has at least 10 years of experience in IT service desk or related roles, and a Master's degree in a relevant field. Join us to work on impactful projects while benefiting from a comprehensive range of employee benefits.

Qualifications

• Minimum of 10 years of progressive experience in IT service desk or knowledge management.
• Master’s degree in IT, Computer Science, or related field required.

Responsibilities

• Serve as primary escalation point for complex hardware and software incidents.
• Utilize diagnostic tools to implement scalable solutions.
• Analyze support data to identify trends for process optimization.
• Collaborate with cross-functional teams to improve system supportability.

Skills

Advanced troubleshooting techniques

Knowledge management

Process optimization

Technical leadership

Education

Master's degree in Information Technology or Computer Science

Job description

Kaimetrix is seeking an IT Service Desk / Knowledge Base Manager – Level IV to lead enterprise service desk operations. You will address complex technical issues and manage the knowledge base to enhance efficiency.

The ideal candidate has at least 10 years of experience in IT service desk or related roles, and a Master's degree in a relevant field. Join us to work on impactful projects while benefiting from a comprehensive range of employee benefits.