Helix Service Desk Professional 2025-TGC
Intelligence Consulting Enterprise Solutions, Inc. (ICES) - Alexandria, Virginia, us, 22350
Work at Intelligence Consulting Enterprise Solutions, Inc. (ICES)
Overview
- View job
Overview
Join to apply for the
Helix Service Desk Professional 2025-TGC
role at
Intelligence Consulting Enterprise Solutions, Inc. (ICES) Helix Service Desk Professional 2025-TGC
1 day ago Be among the first 25 applicants Join to apply for the
Helix Service Desk Professional 2025-TGC
role at
Intelligence Consulting Enterprise Solutions, Inc. (ICES) Intelligence Consulting Enterprise Solutions, INC.
is looking for a
Lead BMC Helix Service Desk Professional
Description
Join ICES on a contract impacting national security as an
Lead BMC Helix Service Desk Professional
These positions are located in
Alexandria, VA.
All positions require an active/current
TS/SCI security
clearance
and be willing and able to pass an additional
polygraph
as needed.
As an
Lead BMC Helix Service Desk Professional, specific responsibilities include, but are not limited to:
Duties
Lead the implementation and configuration of BMC Helix Service Desk solutions according to organizational requirements. Supervise and support a team of service desk administrators and analysts, providing guidance and ensuring adherence to service management best practices. Continuously review and optimize service delivery processes to improve efficiency and user experience. Oversee incident management and problem resolution processes, ensuring timely and effective resolution of IT issues. Manage service request fulfillment processes, ensuring service levels are met and customer expectations are exceeded. Generate and analyze reports on service desk performance metrics, identifying trends and areas for improvement. Conduct training sessions for service desk staff on BMC Helix Service Desk functionalities and best practices. Drive continuous improvement initiatives to enhance service desk operations and capabilities. Ensure compliance with IT policies, standards, and regulatory requirements related to service desk operations.
Required
Project Management Professional (PMP) certification. ITIL 4 Managing Professional certification. BMC Certified Professional certification. In-depth knowledge and hands-on experience with BMC Helix Service Desk modules and functionalities. Strong understanding of IT service management principles and frameworks (e.g., ITIL). Experience leading and mentoring a team of service desk administrators and analysts. Ability to analyze complex issues and provide effective solutions. Commitment to delivering high-quality service and improving user satisfaction. Excellent verbal and written communication skills for effective collaboration and reporting. Ability to manage projects related to BMC Helix Service Desk implementation and enhancements. Experience in managing relationships with BMC or other IT service management tool vendors.
Desired:
BS/BA in IT, Computer Science, or relevant fields. 4+ years of experience administering, maintaining, and developing BMC Helix IT Service Management Software.
Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Job function Information Technology Industries Defense and Space Manufacturing Referrals increase your chances of interviewing at Intelligence Consulting Enterprise Solutions, Inc. (ICES) by 2x Sign in to set job alerts for “Service Desk Specialist” roles.
Bethesda, MD $58,400.00-$72,700.00 1 week ago Bethesda, MD $62,000.00-$70,000.00 2 days ago IT Service Desk Specialist - SECRET clearance required
IT Service Desk Specialist - TOP SECRET clearance required
Gaithersburg, MD $34,450.00-$62,275.00 22 hours ago Arlington, VA $49,000.00-$50,000.00 1 month ago Springfield, VA $55,000.00-$60,000.00 1 week ago Helpdesk Specialist (Operations Center Technical Lead)
Bethesda, MD $65,000.00-$80,000.00 3 weeks ago Washington, DC $70,000.00-$75,000.00 2 days ago Service Desk Technician (Intermediate-Level)
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr