IT Service Administrator
Full Time • Hybrid - US
Replies within 24 hours
Benefits:
- 401(k) matching
- Competitive salary
- Health insurance
- Paid time off
About this Role:
The IT Service Administrator oversees the daily operations of the IT service desk in support of federal agency employees and contractors. This role ensures timely, effective, and secure technical support, manages help desk staff, enforces compliance with federal IT standards, and contributes to the overall mission success of the agency.
Key Responsibilities:
- Manage and supervise Tier 1, Tier 2, and Tier 3 IT help desk staff, ensuring consistent, high-quality service delivery.
- Oversee the IT ticketing system (e.g., ServiceNow, Remedy, Jira) for tracking incidents, service requests, and resolutions.
- Monitor and enforce Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and help desk metrics.
- Serve as the escalation point for complex or high-priority technical issues.
- Develop, maintain, and enforce Standard Operating Procedures (SOPs), policies, and guidelines aligned with federal IT standards.
- Provide coaching, mentoring, and training for help desk staff to enhance technical skills and customer service.
- Collaborate with federal program managers, IT teams, and contractors to resolve issues and optimize support processes.
- Ensure compliance with federal cybersecurity and IT mandates (e.g., NIST 800-53, FISMA, DHS directives).
- Support onboarding/offboarding of federal personnel and contractors, including account management and system access provisioning.
- Analyze recurring problems and recommend process improvements or automation to increase efficiency and service quality.
- Participate in IT governance, incident response, and audit preparation activities.
Qualifications and Skills:
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- 5+ years of IT help desk or service management experience, including supervisory or managerial experience.
- Strong knowledge of ITIL/ITSM frameworks, help desk operations, and ticketing systems.
- Experience supporting federal IT environments or large-scale enterprise systems.
- Excellent leadership, communication, and customer service skills.
- Strong problem-solving and analytical abilities.
- Familiarity with federal cybersecurity standards and compliance requirements.
Desired Skills and Competencies:
- ITIL Foundation or higher certification.
- PMP or project management experience is a plus.
- Experience with federal enterprise systems, cloud environments, or mission-critical IT infrastructure.
Additional Information:
- Must be able to obtain a Public Trust.
- Must be a U.S. Citizen.
Flexible work from home options available.
About Us
Our Approach
We firmly believe in the uniqueness of every business, necessitating a personalized approach to transformation. This conviction drives us to invest time in comprehending an organization's historical challenges and operational framework. Our commitment is to foster innovation by adopting a tailored strategy that optimizes the utilization of an organization's human resources and data assets. With a wealth of experience, we specialize in guiding organizations through the implementation of post-quantum security, protocols for autonomy, and artificial intelligence.
We are committed to working with clients to positively disrupt, modernize, and transform their organizations and business processes. Noteworthy achievements include initiatives aimed at enhancing human resilience in the food supply chain, leveraging autonomy for streamlined operations, establishing root-of-trust capabilities for high-quality, trusted data, and designing ecosystems and tools for securing and transferring digital value through digital wallets. . Our proficiency extends to using artificial intelligence and data to fortify security and enhance visibility in data assets, aiding in the management of health issues at local, state, and national levels. We've developed a modern security posture to effectively mitigate risks associated with cyber attacks from nation-states. Our wealth of experience is underpinned by collaborative work with diverse multidisciplinary teams, thriving in highly complex and rapidly changing environments.
Our Mission
Imagineeer's mission is to empower transformation through the operationalization of intuition. We establish an innovation pipeline, reimagining operations by delving into data analysis to optimize outcomes for our valued customers.
Collaborating closely with our clients, we strive to actualize the inherent genius embedded within their organizational structure. Our efforts focus on the transformation of organizations, emphasizing the development of foundational strengths in key areas, including data, personnel, hypothesis development, and the cultivation of a learning-from-failure mindset.
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