Service Desk Incident Manager

Role Overview

Lead the coordination and execution of incident management and service request processes to ensure seamless operations in support of the Army Research Laboratory's vital mission.

Oversee and manage the service request queue, utilize the ticket management system, lead incident response activities, and implement metrics-driven processes to improve efficiency and service delivery.

The ideal candidate will play a key role in enhancing performance, streamlining processes, and fostering a culture of accountability and excellence, ensuring technical support services contribute to mission success and national security objectives.

• U.S. Citizen with an active DoW Secret Clearance
• IAT Level II certification equivalent or higher
• 5+ years of relevant experience working in an IT or Service Desk environment
• BA/BS degree in Information Technology, Computer Science, Engineering, or related field with 2+ years of experience working in an IT or Service Desk environment
• Proficiency with Microsoft Office products
• Microsoft 365 Certified:
  Endpoint Administrator Associate, or equivalent, within 6 months of start date

• Paid holidays
• Paid time off
• Medical
• Dental
• Vision
• Company-paid long- and short-term disability
• Life insurance
• Referral bonuses
• Relocation incentive program
• Certification reimbursement program
• Retirement