Overview Candidates must be residents of DC, MD, or VA. Daily Responsibilities Lead the operational execution of all Tier 1–3 support activities, ensuring SLA adherence, incident response efficiency, and cross-tier coordination. Serve as the primary escalation point for executive and VIP users, ensuring rapid resolution and white-glove service for high-profile stakeholders. Oversee staffing alignment, shift scheduling, and resource readiness across the service desk, field support, and remote teams. Collaborate with Tier Leads and Priority Response Team members to ensure technical depth and consistent service quality. Facilitate incident trend analysis and continuous service improvement initiatives in collaboration with QA/Compliance and BI/AI analysts. Partner with the Program Manager to ensure staffing transitions, surge mobilization, and performance reviews are seamlessly executed. Represent the contractor in daily or weekly operational status meetings with House stakeholders, providing updates on KPIs, team performance, and VIP issue resolution. Required Education : Bachelor s degree or higher in a related field, or equivalent experience. Certification : ITIL v4 Experience : 5+ years of experience managing service delivery in a high-availability IT help desk support environment. Proven expertise in coordinating cross-functional technical teams and managing executive support services. Familiarity with ITIL-based operations, SLAs, and performance reporting in federal or legislative environments. Strong leadership, interpersonal, and communication skills, with the ability to represent contractor operations to senior government officials. Clearance : Security/background check Seniority level Mid-Senior level Employment type Full-time Job function Management and Project Management Industries Business Consulting and Services and IT Services and IT Consulting #J-18808-Ljbffr Systems Plus, Inc.
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