Service Desk Lead

GovCIO
United States
Workplace: RemoteFull timeUSD 94,150 - 116,000 annuallyFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Governance","Cross-functional coordination","Incident management","Service management"]

Own and drive ITIL 4 ITSM processes in ServiceNow—covering incident, problem, change, request, and knowledge. Lead ITSM governance by chairing internal reviews and the Major Incident Bridge for P1 events impacting multiple service towers. Ensure service quality by driving KPIs for CMDB accuracy, knowledge accuracy, and ticket documentation, supporting the Service Management business unit on the Development Finance Corporation team.

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FursaFursa
GovCIO
GovCIO
1 day ago

Service Desk Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Own and drive ITIL 4 ITSM processes in ServiceNow—covering incident, problem, change, request, and knowledge. Lead ITSM governance by chairing internal reviews and the Major Incident Bridge for P1 events impacting multiple service towers. Ensure service quality by driving KPIs for CMDB accuracy, knowledge accuracy, and ticket documentation, supporting the Service Management business unit on the Development Finance Corporation team.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own the ITIL 4 process suite in ServiceNow for incident, problem, change, request, and knowledge.
  • •Chair internal ITSM governance reviews and the Major Incident Bridge for P1 events affecting multiple towers.
  • •Drive KPIs for ≥95% CMDB accuracy and ≥95% knowledge accuracy.
  • •Drive the ≥95% ticket documentation quality target.
  • •Support the Service Management business unit on the Development Finance Corporation team.

Pay and Benefits

Salary: USD 94,150 - 116,000 annually

Key Requirements

  • •Bachelor's degree with 8+ years of Service Desk lead experience (or commensurate experience).
  • •Ability to maintain a Public Trust clearance.
  • •Own ITIL 4 ServiceNow process capabilities across incident, problem, change, request, and knowledge.
  • •Experience meeting and driving ITSM KPIs for CMDB accuracy, knowledge accuracy, and ticket documentation quality.
Experience:8+ years
Education:Bachelor's
Skills:GovernanceCross-functional coordinationIncident managementService management
Languages:En-us
Tech Stack:ServiceNowITIL 4ITSMCMDB

Eligibility

Security Clearance:Public Trust

Company Brief

GovCIO
Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.
Industry: Professional Services
Growth: Established Company
Headquarters: Herndon, United States
WebsiteLinkedIn