About this role
Senior IT service management and escalation engineer supporting remote and on-site IT services in government/defense environments; leads a help desk team and ensures SLA compliance.
Key Responsibilities
- Provide escalation support for complex IT incidents
- Lead and mentor help desk staff
- Manage ITIL-based processes and SLA compliance
- Administer ticketing systems (JIRA, ServiceNow)
- Coordinate remote and on-site IT services
Technical Overview
Services include Windows Server, Exchange, SQL, SharePoint, VMware, Citrix; WAN/LAN, routers, firewalls; cloud-hosted and on-premises solutions; VPN; disaster recovery; use of JIRA/ServiceNow.
Ideal Candidate
The ideal candidate is a senior IT service manager with 5+ years of ITSM experience, strong leadership, and a TS/SCI clearance. They should excel at coordinating remote/onsite support across cloud and on-prem environments, and driving SLA-compliant processes.
Must-Have Skills
5+ years of experience in IT service managementExperience with remote desktop managemententerprise device provisioningand IT asset trackingExperience in ITIL service management principlestroubleshooting methodologiesand ticketing system administration with tools such as JIRA and ServiceNowExperience managing a help desk teamimplementing IT support workflowsand ensuring SLA complianceAbility to lead and manage a technical help desk teamTS/SCI clearanceBachelor's degree
Nice-to-Have Skills
Excellent customer serviceteam leadershipand incident resolution skillsMaster's degreeITIL FoundationMicrosoft Certified: Modern Desktop Administrator Associateor CompTIA A+ Certification
Tools & Platforms
JIRAServiceNow
Required Skills
Remote desktop management; enterprise device provisioning; IT asset tracking; ITIL; JIRA; ServiceNow; SLA; TS/SCI clearance; Bachelor's degree; leadership; problem solving; incident resolution
Hard Skills
Remote desktop managemententerprise device provisioningIT asset trackingITILJIRAServiceNowSLA complianceLeadershipTeam managementTS/SCI clearanceBachelor's degreeCloud-based and on-premises environmentsTroubleshootingTicketing system administration
Soft Skills
LeadershipCommunicationMentoringProblem solvingCustomer serviceIncident resolution
Certifications
Preferred
ITIL FoundationMicrosoft Certified: Modern Desktop Administrator AssociateCompTIA A+ Certification
Keywords for Your Resume
help desk leadit service managementremote desktop managemententerprise device provisioningit asset trackingitiljiraservicenowsla compliancets/SCI clearancebachelors degreeleadershipteam managementincident resolutioncustomer servicecommunicationproblem solvingteam leadership
Deal Breakers
Must have TS/SCI clearance, Bachelor's degree
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