Help Desk Specialist Lead

Overview

Data Intelligence, LLC is seeking a highly skilled and motivated Help Desk Specialist to support mission-critical IT operations for the United States Marine Corps in Quantico, VA. The ideal candidate will have demonstrated leadership experience in managing technical personnel and service desk operations, along with a strong understanding of business process management. This role is ideal for professionals with deep experience in IT service management, a proven ability to lead teams, and the ability to operate in a high-security, high-stakes environment.

• Provide Tier I–III Help Desk support in accordance with ITIL best practices.
• Lead and mentor a team of technical support personnel to ensure service desk excellence.
• Manage and improve ITSM processes using tools such as the BMC ITSM Suite and HP Software solutions (BSM, UCMDB, OMW, NNMI, Site Scope, etc.).
• Coordinate issue resolution, track performance metrics, and escalate issues as needed.
• Create and maintain documentation within SharePoint and other knowledge management systems.
• Collaborate with cybersecurity and operations teams to ensure secure and stable IT environments.
• Oversee ticket lifecycle management to meet service level agreements (SLAs).
• Participate in planning, testing, and deployment of new technologies and processes.
• Support enterprise systems, including IBM Mainframe utilities and BMC Atrium.
• Ensure compliance with DoD and USMC cybersecurity and IT governance policies.

• Experience:
  
  Minimum of five (5) years of experience leading technical personnel in business process management and/or a service desk environment.
• Clearance:
  Active Top Secret/SCI (TS/SCI) security clearance.
• Certifications (required): ITIL v3 Foundation Certificate

• BMC ITSM Suite and BMC Atrium
• HP Business Service Management (BSM), UCMDB, OMW, NNMi, Site Scope
• HP Universal Discovery, SHR, SHA, SHO, RUM
• Microsoft certifications (MCP, MCSD)
• IBM Mainframe Utilities
• Microsoft SharePoint administration

Data Intelligence, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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