Position Details

Type Full-Time

Experience mid

Exp. Years 0

Education Not specified

Category Project & Program Management

About this role

The Request Fulfillment Lead oversees a team delivering hardware/software requests and IT assistance, ensuring timely service delivery and adherence to SLAs while coordinating with the Service Desk and other IT teams.

Key Responsibilities

Oversee ITSM request fulfillment
prioritize and assign requests
monitor SLA compliance
collaborate with Service Desk and BRM
maintain records and performance reports

Technical Overview

Strong ITSM knowledge, end-to-end request fulfillment, and SLA management in a government service desk context; emphasis on cross-team collaboration and process improvement.

Ideal Candidate

The ideal candidate is a lead-level IT service management professional with proven experience in ITSM request fulfillment, handling hardware/software requests, and SLA compliance, with strong organizational and customer-service orientation for a government-backed Help Desk environment.

Must-Have Skills

U.S. CitizenSecret ClearancePublic Trust background investigationPublic Trust clearance

Required Skills

itsmrequest fulfillmenthardware requestssoftware requestscustomer serviceproblem-solvingservice deskslaorganizationprioritizationcommunicationleadershipteam collaborationremote

Hard Skills

ITSMRequest fulfillmentHardware requestsSoftware requestsCustomer serviceProblem-solvingService DeskSLA

Soft Skills

organizationprioritizationcommunicationleadershipteam collaborationprocess improvement

Industry & Role

Industry Government/Public Sector

Job Function Lead ITSM request fulfillment and service desk coordination for efficient IT support delivery

Role Subtype Program Manager

Keywords for Your Resume

Request Fulfillment Leaditsmservice deskhardware requestssoftware requestscustomer serviceproblem-solvingorganizationprioritizationcommunicationleadershipteam collaborationservice level agreementu.s. citizensecret clearancepublic trust background investigationpublic trust clearanceremotegovernmentITSMService DeskSLARemotePublic TrustSecret ClearanceU.S. Citizen

Deal Breakers

Not a U.S. citizen, No Secret Clearance, No Public Trust background/clearance

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