Serve as the initial point of contact for USMEPCOM users, providing Tier 1/2 support for hardware, software, network, and account issues.
Document interactions in ServiceNow, resolve approved first-contact issues, and escalate advanced technical requests.
Recognize potential outage signals and support assigned shifts, including after-hours and surge coverage when required.
DecisionPoint Corporation is a technology services company that supports government programs, including the USMEPCOM ENLIST service desk. It emphasizes customer-focused support, accurate documentation, and collaboration across remote technical teams.
Provide advanced Tier 1/2 support for incidents involving hardware, software, operating systems, networks, and enterprise applications.
Create accurate ServiceNow records, prioritize and resolve issues, and escalate complex cases or outages.
Guide less-experienced analysts and support VIP, executive, and after-hours operational needs.
DecisionPoint Corporation provides IT and professional services supporting government programs and enterprise clients. The company is an Equal Opportunity and Affirmative Action employer focused on mission-critical delivery and a collaborative culture.
Lead and mentor a global team of L1/L2 service desk analysts, driving high-quality IT support and customer service.
Oversee daily service desk operations, manage major incidents, and continuously improve workflows with automation and ServiceNow.
Act as a point of contact for stakeholders, ensuring service desk performance meets ITIL standards and customer expectations.
Version 1 is a technology and transformation solutions provider trusted by global brands, with deep expertise in cloud and digital services. With 3300+ employees and recognised as a Great Place to Work in Ireland and UK, Version 1 fosters a values-driven culture focused on employee wellbeing and career growth.
Supervise a team of Tier I Knowledge Center agents supporting external users of a Department of War agency's mission applications.
Own real-time team performance against SLAs and XLAs, coach agents, enforce ticket closure processes, and coordinate escalations.
Serve as the KC's senior technical resource for complex application issues and analyze escalation patterns to reduce future escalations.
Empower AI provides AI solutions for government agencies, helping federal leaders transform their workforce and mission operations. Headquartered in Reston, VA, the company leverages over 30 years of experience and is recognized as a 2024 Military Friendly Employer.
Provide responsive, reliable, and consistent IT service delivery to HHS users, solving computer hardware, software, and network issues via phone, email, or in person.
Meet all Service Level Agreements by diagnosing, isolating, and resolving technical problems, with prompt referrals and escalations to appropriate support teams.
Document, track, and monitor problems in ServiceNow, and recommend system modifications to reduce recurring user issues.
Peraton is a next-generation national security company that delivers mission-critical IT solutions to government agencies, including the HHS OIG. It is a large, mission-driven organization that fosters a team-building culture and a fast-paced, evolving environment.
Lead integrated service coordination across service desk, application teams, cybersecurity, and clinical governance.
Maintain service management plans, catalogs, runbooks, escalation paths, and decision logs.
Coordinate incident, problem, change, and improvement processes in ServiceNow workflows.
NetImpact Strategies is a trusted advisor driving digital transformation for the Federal Government, solving complex problems with innovative and agile solutions. The company has been recognized as a Top Work Place by The Washington Post and fosters a dynamic, collaborative, and customer-focused culture.
Manage and develop a team of level 1 and 2 Service Desk technicians to provide excellent technical support.
Oversee daily operations, establish processes and standards, and generate metrics for stakeholders.
Build strategic partnerships and identify process improvements or automation opportunities.
Teach For America is an education nonprofit that recruits, develops, and supports leaders to expand opportunities for children in underserved schools. The organization has staff across the U.S. and prioritizes a collaborative, mission-driven culture with a focus on professional growth and teamwork.
Provides 24/7/365 customer-centered IT support as the first point of contact for all user issues.
Logs, classifies, and resolves incidents and service requests using ITIL-based processes, including account management.
Monitors SLA thresholds, escalates issues, and identifies trends to improve service quality and reduce incident volumes.
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. Recognized as a Top Workplace, DMI supports public sector agencies and commercial enterprises globally with a culture shaped by five core values.
Serve as the first point of contact for federal application users, authenticating callers and documenting tickets with relevant information.
Assist users with navigation, troubleshooting, and resolution of common issues such as profile creation, travel requests, and expense reports.
Escalate complex tickets to Tier 2 support, assess urgency, and notify users of outages or service-impacting events.
DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA, serving public sector agencies and commercial enterprises globally. Recognized as a Top Workplace, DMI fosters a culture driven by core values focused on integrity, ownership, and customer delivery.
Establish and lead the Service Management Office, defining governance frameworks, standards, and performance mechanisms for Client IT Operations.
Drive major incident, problem/RCA, change, and release governance, ensuring disciplined execution and executive-quality communications across global teams.
Partner with technical leaders to convert recurring incidents and control gaps into prioritized improvement initiatives with measurable operational reporting.
HealthEdge offers AI-powered operational infrastructure for health insurance companies, providing a financial edge in a competitive market. The company is growing rapidly and investing in its people, fostering a culture of innovation and modernization in healthcare technology.
Own ServiceNow platform governance, roadmap, prioritization, delivery readiness, and value tracking.
Manage and develop a team of 4-6 ServiceNow Developers and Administrators as a hands-on player/coach.
Partner with stakeholders and vendors to align releases, metrics, risk escalation, and measurable outcomes.
Flexential provides data center, colocation, and cloud infrastructure solutions for businesses. It fosters a diverse, inclusive, and collaborative culture, emphasizing ownership, continuous improvement, and measurable outcomes.
Act as the primary point of contact for customer support escalations, driving timely resolution and maintaining trust with customers.
Manage high-priority incidents and communications with customers and executive teams during critical product issues.
Analyze escalation trends, conduct post-mortems, and implement improvements to prevent future incidents.
Ping Identity provides an intelligent cloud identity platform that lets people securely and seamlessly shop, work, bank, and interact. Serving more than half of the Fortune 100, they maintain a global team that champions individuality, digital freedom, and a culture of respect and inclusion.
Lead help desk operations, manage support priorities, and oversee technical troubleshooting and escalation workflows.
Provide advanced Tier II and Tier III support for complex hardware, software, networking, and platform issues.
Collaborate with engineering and cybersecurity teams to resolve incidents, improve system reliability, and reduce MTTR.
Raft is a customer-obsessed defense technology company that empowers U.S. military and government agencies with cutting-edge AI/ML and data solutions. With headquarters in McLean, VA, they foster a hyper-collaborative culture rooted in radical transparency and the Ubuntu philosophy.
Monitor project progress, identify and mitigate risks, and provide timely status updates to client and senior management.
Manage ServiceNow projects from initiation to completion using Scrum-based Agile methodology, ensuring adherence to timelines and budgets.
Serve as primary point of contact for technical aspects of the ServiceNow platform and support planning across multiple modules.
NetImpact Strategies is a trusted advisor driving digital transformation for the Federal Government, solving complex problems with innovation and agility. The company has been recognized as a Top Work Place by The Washington Post multiple years, fostering a dynamic and collaborative culture.
Act as primary liaison between business stakeholders and IT to align ServiceNow solutions with organizational goals.
Lead requirements-gathering sessions, analyze business processes, and create functional specifications for development teams.
Support ServiceNow module implementation, testing, and training to drive adoption and business value.
Electrosoft Services, LLC provides technology-based solutions to federal customers, specializing in cybersecurity, ICAM, Zero Trust, digital engineering, and enterprise AI. The company fosters teamwork, work-life balance, and employee recognition with a culture of camaraderie.
Monitor, analyze, and report SLA, SLO, and KPI performance metrics to senior leadership.
Identify trends, root causes, and risks impacting SLA/SLO targets and recommend corrective actions.
Collaborate with technical teams and government stakeholders to drive continuous service improvements.
Peraton is a next-generation national security company providing IT operations, modernization, and enterprise solutions to government agencies and the U.S. armed forces. It is a large mission capability integrator and trusted partner whose employees solve complex challenges across the globe.
Provide first-line technical support for hardware, software, network, and system issues via phone and self-service tickets.
Document, triage, and escalate incidents according to service-level agreements, while delivering excellent customer service.
Maintain troubleshooting guides and knowledge base articles, and collaborate with BT teams to improve service delivery.
Connexus Credit Union is a member-focused cooperative serving members across all 50 states with high yields and competitive loan rates. This remote-first employer fosters collaboration and high performance, with most employees in the upper Midwest, and holistically supports employee growth.
Manage overall delivery of the SEVP Response Center Level I tasks, including contractor team performance and issue resolution.
Advise government leadership on requirements, risks, and program resources while enforcing work standards and supervising personnel.
Conduct call center studies and statistical analysis to identify trends and implement measurable operational improvements.
IronMountain Solutions provides operational and management support for government programs, including call center services. The company emphasizes clear leadership, teamwork, and continuous improvement to deliver measurable results for its clients.
Own day-to-day platform operations: incidents, service requests, access and role administration, and configuration changes.
Take technical ownership of access control, integration operations, and CMDB data quality.
Act as technical authority for operational change and run platform lifecycle work like upgrades and patching.
Software Mind develops solutions that make an impact for companies around the globe, working with tech giants and unicorns on transformative projects. Its culture embraces openness, acts with respect, shows grit and guts, and combines employment with enjoyment.
Manage and develop four Technical Team Leaders and one NOC Team Lead to run their teams consistently and make good calls independently.
Own service KPIs across Service and NOC: response time, resolution time, CSAT, ticket aging, and backlog.
Serve as escalation point for large DSO accounts and fix root causes of escalations, not just individual tickets.
Darkhorse Tech is a managed IT services provider built for dental, supporting 1,500+ practices with IT support, cybersecurity, and HIPAA compliance. We are 100+ people focused on one industry, becoming experts in dental IT.