Location: Quantico, VA Clearance: Secret Overview: Manages the Enterprise Service Desk to ensure 24x7x365 Tier 1/2 coverage and SLA compliance for 6,000 users across 1,600 sites. Responsibilities: • Supervise Tier 1/2 technicians and oversee incident/ticket escalation. • Ensure ≥85% Tier 1 resolution and SLA adherence. • Maintain knowledge base and reporting metrics. • Coordinate service transition and process improvements. Core Competencies:Service desk leadership | Incident management | SLA compliance | Knowledge management Requirements: • Education: BA/BS with 3+ years (or 7 years in lieu of degree). • Certifications: ITIL v4 Foundations (required); HDI Support Center Manager preferred. • Experience: 5–7 years ITSM/help desk leadership in enterprise environments. Technical Screening / Tools:ServiceNow | Remedy | BMC Helix