Service Desk Incident Manager

Clearance Required: Secret Clearance

Locations: Aberdeen Proving Grounds (Onsite)



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...