Service Desk Lead at Govcio LLC

United States

<p style="margin: 0px;"><span style="font-size: 10.0pt; font-family: 'Verdana',sans-serif; color: black;">GovCIO is currently hiring for a </span><span style="font-size: 10.0pt; font-family: 'Verdana',sans-serif; color: black;">Service Desk Lead / ITSM Process Lead to join </span><span style="font-size: 10.0pt; font-family: 'Verdana',sans-serif; color: black;">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.&nbsp;</span></p> <br><strong>Responsibilities</strong><br><br><ul><li style="margin-bottom: 0in;"><span style="font-size: 10.0pt; font-family: 'Verdana',sans-serif; color: black;">Owns the ITIL 4 process suite in ServiceNow across incident, problem, change, request, and knowledge</span></li><li style="margin-bottom: 0in;"><span style="font-size: 10.0pt; font-family: 'Verdana',sans-serif; color: black;">Chairs internal ITSM governance reviews and the Major Incident Bridge for P1 events affecting multiple towers</span></li><li style="margin-bottom: 0in;"><span style="font-size: 10.0pt; font-family: 'Verdana',sans-serif; color: black;">Drives the &ge;95% CMDB accuracy and &ge;95% knowledge accuracy KPIs and the &ge;95% ticket documentation quality target</span></li></ul> <br><strong>Qualifications</strong><br><br><ul><li><span style="font-size: 10pt;">Bachelor's with 8+ years of Service Desk lead experience (or commensurate experience)</span></li><li><span style="font-size: 10pt;">Clearance Required: Ability to maintain a Public Trust clearance</span></li></ul> <br><strong>Posted Salary Range</strong><br><br>USD $94,150.00 - USD $116,000.00 /Yr.