Position Overview: The Service Desk Incident Manager oversees the processing and resolution of service requests and IT incidents. These roles utilize ITIL best practices and ServiceNow to ensure ticket queues are efficiently managed and service level agreements are met. This position supports seamless IT operations and contributes to improved user experiences across supported environments. Key Responsibilities: Oversee and manage the flow of service requests and incidents using ITIL-based practices. Utilize ServiceNow to monitor ticket progress and maintain incident documentation. Ensure timely problem recognition, research, isolation, resolution, and follow-up steps. Resolve routine issues independently and escalate complex issues to Tier 2 or supervisory staff. Collaborate with Service Desk Leads and IT teams to prioritize and coordinate resolution efforts. Track and report service metrics to improve response and delivery times. Continuously enhance the service desk operation with a focus on user experience and IT process improvement. Train and provide guidance to junior personnel as needed. Maintain efficiency and performance in incident management across enterprise support environments. Required Qualifications: • Experience: Minimum of 5 years in IT support or help desk operations • Education: Bachelor’s degree OR High School Diploma with an additional 2 years of experience • Certifications (Required): IAT II certification - CompTIA (Network+, Security+, or equivalent) ITIL v4 Foundation Must meet DoD 8750 and 8140 compliance requirements Black Bear Technology Solutions, LLC (B2TS), is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. B2TS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at B2TS are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. B2TS will not tolerate discrimination or harassment based on any of these characteristics.
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