Service Desk Platform & Integration Manager

A&T Systems, Inc.; Silver Spring (MD); On-site; USD 90,000 - 110,000; Full time

Job summary

A&T Systems, Inc. is seeking a Service Desk Platform & Integration Manager to lead technical operations and integration strategy. This role includes managing daily Service Desk operations and ensuring SLA compliance across a multi-site environment.

The ideal candidate will have a Bachelor’s degree in IT or related field, with a minimum of 7 years in IT Service Management. Responsibilities include incident management, ITSM platform administration, and continuous improvement initiatives.

Qualifications

• 7+ years of experience in IT Service Management and government IT operations.
• 4+ years of experience in ITSM platform management and service desk operations.
• Experience with multi-site service delivery and SLA management.

Responsibilities

• Lead daily Service Desk operations across multiple locations.
• Own the lifecycle management of incidents and problems.
• Administer and maintain cloud-based ITSM platforms.
• Monitor SLA and KPI performance, providing regular reports.
• Identify and implement process improvements for service delivery.

Skills

ITIL practices

Incident management

Service Delivery Performance

Cloud-based ITSM platforms

Operational reporting

Education

Bachelor’s degree in Information Technology

Master’s degree in IT Management preferred

Tools

ServiceNow

BMC Helix

Job description

Description

The Service Desk Platform & Integration Manager is responsible for leading the technical operations, platform administration, and integration strategy for the Service Desk environment. This role provides end-to-end accountability for incident management, problem management, escalation coordination, ITSM platform governance, and service delivery performance across a multi-site user environment.

The manager oversees daily Service Desk operations, administers the cloud-based IT Service Management platform, coordinates support across Tier 1, Tier 2, Tier 3, vendor, and customer IT teams, and ensures services are delivered in accordance with established Service Level Agreements (SLAs), ITIL practices, and operational standards.

Primary Responsibilities

Service Desk Operations Leadership

• Lead day-to-day Service Desk operations across onsite, remote, and multi-location support environments.
• Provide operational direction to Service Desk staff and coordinate activities across Tier 1, Tier 2, Tier 3, vendor, and customer IT teams.
• Ensure consistent incident handling, escalation, communication, and service delivery practices across all support channels.
• Coordinate service desk staffing and coverage, including after-hours support requirements.

Incident & Problem Management

• Own the end-to-end lifecycle of incidents and problems, including logging, categorization, prioritization, escalation, resolution, closure, and post-resolution review.
• Ensure incidents and service requests are managed in accordance with established ITIL practices, SLAs, and operational procedures.
• Manage escalations to Tier 3 technical teams and external vendors.
• Lead major incident coordination, including real-time communication, stakeholder updates, escalation management, and resolution tracking.

ITSM Platform Management

• Administer and maintain the cloud-based ITSM platform, such as ServiceNow, BMC Helix, or equivalent.
• Configure and manage workflows, ticket standards, queues, routing rules, service catalog items, dashboards, reports, and knowledge base content.
• Ensure the ITSM platform supports consistent, transparent, and scalable service delivery.
• Partner with technical teams to improve platform integrations, automation, reporting, and operational visibility.

SLA Management & Reporting

• Monitor SLA and KPI performance across all Service Desk functions.
• Analyze operational trends, ticket volumes, backlog, resolution times, escalations, and recurring issues.
• Prepare performance reports and service review materials for program leadership and client stakeholders.
• Drive continuous improvement initiatives based on data, root cause analysis, and service performance trends.

Platform Integration & Cross-Team Coordination

• Coordinate integration between off-site Service Desk operations, onsite technical teams, infrastructure teams, security teams, and vendor support organizations.
• Partner with Tier 3 Network, Systems Administration, and customer IT teams to align Service Desk processes with infrastructure, application, and security requirements.
• Support integration of ITSM workflows with monitoring, collaboration, asset management, identity management, and other enterprise systems as required.

Continuous Improvement

• Identify opportunities to improve incident resolution, escalation workflows, knowledge management, automation, reporting, and customer experience.
• Recommend and implement process improvements that increase efficiency, reduce repeat incidents, and improve SLA performance.
• Promote consistent use of knowledge articles, standard operating procedures, and ITIL-aligned service management practices.

Requirements

Minimum Qualifications

Education

• Bachelor’s degree in Information Technology, Computer Science, Software Engineering, or a related field.
• Master’s degree in IT Management, Business Administration, or a related discipline preferred.

Experience

• Minimum of seven (7) years of experience in IT Service Management, enterprise IT operations with government clients.
• Minimum of four (4) years of experience in ITSM platform management, service desk operations, or systems integration.
• Experience supporting multi-site environments with SLA-based service delivery requirements.