IT Service Desk Systems Administrator

Company Overview

At Valida Tek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, Valida Tek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations.

We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation.

The IT Service Desk Ticketing System Administrator serves as the technical authority responsible for the administration, configuration, and optimization of the IT Service Desk Ticketing System environment supporting the Federal Law Enforcement Training Centers (FLETC) or equivalent enterprise IT operations.

This role ensures the reliability, functionality, and performance of the Ivanti Service Management ecosystem—including Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager—while maintaining strong data integrity, configuration control, and alignment with ITIL-based service management best practices.

The Administrator will collaborate closely with Service Desk leadership, IT operations teams, and enterprise stakeholders to enhance service delivery, automate workflows, and improve end-user satisfaction through efficient ITSM processes.

System Administration & Configuration

• Administer and manage the Ivanti IT Service Management (ITSM) suite, including Service Manager, Voice Server, Asset Manager, and Change Manager.
• Maintain and configure the ticketing system to support ITIL-aligned processes for Incident, Problem, Request, Asset, and Change Management.
• Perform system maintenance, upgrades, and patching in coordination with vendor and IT support teams.
• Configure business rules, workflows, forms, dashboards, and reports to meet operational and reporting requirements.
• Ensure high system availability, data accuracy, and proper access control for all ITSM modules.

Database Design & Data Integrity

• Design and manage database schemas, data structures, and relationships within the Ivanti platform to ensure referential integrity and consistent data flow across ITSM components.
• Monitor and maintain database performance, optimizing queries, indexes, and data storage as needed.
• Support the integration of Ivanti systems with enterprise directories (e.g., Active Directory), inventory systems, and other IT management platforms.
• Develop and maintain data models, mappings, and documentation for all ITSM-related databases.

Service Desk Support & Enhancement

• Collaborate with the Service Desk Lead and IT leadership to define and refine ticket categorization, prioritization, and escalation workflows.
• Develop and maintain automated notification and routing rules to enhance response and resolution times.
• Monitor system utilization and incident trends to identify opportunities for workflow improvement or automation.

Reporting & Analytics

• Design and generate custom reports and dashboards to track Service Desk performance metrics such as ticket volume, resolution time, SLA compliance, and customer satisfaction.
• Provide executive-level summaries and trend analyses to support data-driven decision-making.
• Maintain audit logs, historical data, and documentation to support compliance and performance reporting requirements.

Collaboration & Change Management

• Coordinate with IT managers, developers, and engineers to implement approved changes in the ITSM environment.
• Review and process Change Requests in alignment with governance standards and Infrastructure Change Control Board (ICCB) processes.
• Collaborate with vendors and internal teams to troubleshoot technical issues, perform root cause analyses, and…