IT Service Desk Queue Manager

Responsibilities

Prioritizes, assesses, and manages ITSM incidents, requests, and inquiries, providing full ITSM support across Incident, Problem, Change, Release, and Configuration Management.

Ensures efficient routing and adherence to processes for ITSM tickets, and conducts incident reporting and analysis.

Communicates pertinent requirements and guidance for each ITSM environment authority.

Maintains awareness of daily volume depending on complexity, system availability, and personnel response times.

Provides consistent service to address incident resolution requirements.

Researches, reviews, monitors, manages, and delivers reports on incidents and alerts.

Collaborates with various teams and stakeholders, attends TEMs, and provides direction and mentorship to subordinate staff, reporting to the DoDIN Operations Lead.

Requirements

• High School Diploma
• 2 years of relevant experience if holding a Bachelor's Degree in a relevant field of study
• 5+ years of relevant IT Operations or ITSM experience
• 2+ years of experience with service delivery operations as a collector, processor, analyst, or reporter of ITSM incidents
• Experience with ITSM tools such as Remedy or ServiceNow, collaborating with stakeholders during incident and outage response, and documenting incidents and generating reports
• Knowledge of networks, endpoints, and cloud operations
• Ability to analyze events and identify potential incidents
• ITIL Foundation certification

Preferred Qualifications

• Bachelor's degree in Cybersecurity, Computer Science, Information Technology, Business Administration, or a related field
• 4 years of experience in software development lifecycle, large-scale computing, modeling, cybersecurity, anomaly detection, Security Operations Center (SOC) incident detection, threat analytics, security incident and event management (SIEM), information technology (IT), and operations incident response
• Experience with Asset Management or Inventory management of government property
• Experience with military/diplomatic operations working within a J-6/G-6/S-6 Directorate or with Special Operations Forces (SOF) or the Department of State (DoS), leading and performing cybersecurity risk assessments for and across multiple commands, agencies, and regionally distributed locations in a Security Operations Center (SOC)
• ITIL Intermediate/Expert Level Certifications (e.g., ITIL Managing Across the Lifecycle, ITIL Specialist: Incident Management), Control Objectives for Information and Related Technology (COBIT), CompTIA Security+, Certified Incident Handler (CIH) or GIAC Incident Handler (GCIH), Project Management Professional (PMP), or PRINCE2
• AWS Certified Cloud Practitioner, Microsoft Azure Fundamentals, or Google Cloud Certified Professional Cloud Architect
• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component is desired

Qualifications

• Active/current Secret security clearance
• Eligible to obtain and maintain a TS/SCI clearance
• Must be able to be in a stationary position more than 50% of the time
• Must be able to communicate, converse, and exchange information with peers and senior personnel
• Must be able to exchange accurate information in these situations
• Must be able to deliver presentations

Physical Requirements

• Must be able to operate a computer and other office productivity machinery, such as a computer