Service Desk Lead

GovCIO is currently hiring for a Service Desk Lead / ITSM Process Lead to join our Development Finance Corporation team supporting the Service Management business unit. This position will be located within the United States and will be a fully remote opportunity.

Responsibilities

• Owns the ITIL 4 process suite in ServiceNow across incident, problem, change, request, and knowledge
• Chairs internal ITSM governance reviews and the Major Incident Bridge for P1 events affecting multiple towers
• Drives the ?95% CMDB accuracy and ?95% knowledge accuracy KPIs and the ?95% ticket documentation quality target

Qualifications

• Bachelor's with 8+ years of Service Desk lead experience (or commensurate experience)
• Clearance Required: Ability to maintain a Public Trust clearance

Posted Salary Range

USD $94,150.00 - USD $116,000.00 /Yr.