Senior ITSM Lead: Remote Helpdesk & Data Delivery

Booz Allen Hamilton; Hawaii; Hybrid; USD 77,600 - 176,000; Full time

Job summary

Booz Allen Hamilton is seeking a Senior ITSM Delivery Lead to architect and implement complex help desk environments. You will manage documentation, enhance workflows, and collaborate with stakeholders to ensure efficient service delivery. Candidates should have 8+ years of help desk experience and a high school diploma or equivalent. The position offers a projected salary range of $77,600 to $176,000 annually and can be remote or hybrid, requiring occasional onsite presence.

Qualifications

• 8+ years of experience operating complex helpdesk environments.
• Experience with identity systems such as Microsoft AD.
• Ability to demonstrate cross-functional communication with engineering teams.

Responsibilities

• Architect and operate complex delivery environments.
• Document processes and workflows for help desk operations.
• Interface with stakeholders to ensure effective delivery.

Skills

Operating complex helpdesk environments

Cross-functional communications

Troubleshooting and problem solving

Documenting workflows

Using advanced ticketing systems

Education

HS diploma or GED

Bachelor’s degree in IT, Cybersecurity, or Engineering

Tools

ServiceNow

Jira

Microsoft AD

ITIL

COBIT certification

Job description

Booz Allen Hamilton is seeking a Senior ITSM Delivery Lead to architect and implement complex help desk environments. You will manage documentation, enhance workflows, and collaborate with stakeholders to ensure efficient service delivery. Candidates should have 8+ years of help desk experience and a high school diploma or equivalent. The position offers a projected salary range of $77,600 to $176,000 annually and can be remote or hybrid, requiring occasional onsite presence.