Direct and manage daily operations of the enterprise Help Desk and End User Support organization.
Lead a team of supervisors and analysts, serving as senior escalation point for complex issues.
Ensure compliance with SLAs, monitor ticket queues, and implement improvements to increase customer satisfaction.
PingWind delivers IT and professional services to the federal government, specializing in cybersecurity, development, and infrastructure. It is a small, veteran-owned business with offices in Virginia and Alabama, fostering a supportive and mission-driven culture.
Lead global end-user technology support strategy and ensure an exceptional IT experience for all employees.
Serve as the primary liaison between business stakeholders and global IT service partners.
Drive continual service improvement initiatives and enhance customer satisfaction across all user-facing IT services.
Celerion is committed to swift, exceptional clinical research through translational medicine. We use our experience, agility, and innovative research strategies to help get drugs to market faster.
Lead the Remote Support and Systems Engineering teams, fostering a culture of accountability and continuous improvement.
Drive service quality by managing SLA performance, backlog health, and client satisfaction.
Mature ITIL-based Incident, Problem, Change, Request, and Major Incident Management processes.
We partner with growing, highly regulated organizations to provide secure, dependable IT environments. We are building a team of professionals who care about quality, ownership, and continuous improvement.
Lead daily operations of a remote service desk team, ensuring reliable technical support and service delivery.
Manage team performance, staffing, and development to meet SLAs and customer satisfaction goals.
Analyze operational data and drive continuous improvement to enhance user experience and efficiency.
The partner company is a technology-focused organization that provides customer success and support services. It operates with a remote, distributed team and emphasizes innovation, customer experience, and continuous improvement.
Provide technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution.
Establish a structured workflow for tracking Service Level Agreement (SLA) adherence with automated notifications and escalation procedures.
Submit the Quarterly Ticketing & Version Control Optimization Review to assess ticket resolution performance and recommend process improvements.
SOSi is a large private, founder-owned technology and services integrator in the defense and government services industry. They deliver tailored solutions for national security missions worldwide, with a focus on trusted leadership and results.
Shape and advise senior stakeholders on ESM/ITSM strategy, architecture, and transformation roadmaps.
Lead and oversee the delivery of complex projects, ensuring alignment with best practices and client needs.
Develop and mentor team members, fostering a high-performance culture and driving consulting excellence.
Valiantys is a consulting firm specializing in enterprise service management, Atlassian solutions, and engineering productivity. They have an international and multicultural team focused on transformation and collaboration.
Administer Jira Software, Jira Service Management, and Confluence in a cloud environment.
Configure and support JSM service desk projects, manage user permissions, and build automation rules.
Provide user support, maintain governance, and contribute to platform hygiene.
HealthEdge is a leading healthcare SaaS company delivering modern, cloud-native solutions that transform how health plans operate. With a global workforce spanning the US, India, Philippines, Mexico, and the UK, the company's Business Technology team powers the tools that keep HealthEdge running at scale.
Handle and resolve daily tickets in Jira Service Management, providing technical support via Service Desk and Slack.
Conduct onboarding and offboarding, managing user accounts, equipment, and access to corporate systems.
Maintain knowledge base, monitor equipment, and participate in strategic IT projects with a focus on customer service.
Plata Card is a fintech company focused on innovative financial solutions. They have a supportive, high-tech team that values creativity and open communication, with offices in Georgia, Serbia, and Kazakhstan.
Own the portfolio as the single project manager across all managed services accounts, managing entitlements and flagging risks.
Run the delivery rhythm including ticket intake, triage, prioritization, and SLA enforcement with root-cause analysis.
Build the operating model, lead the team, and bridge with Product, Engineering, and Customer Success.
Certa is the AI-first third-party operating system for enterprises to manage vendor risk, compliance, and ESG. We've processed over 10 million entities for 100,000+ users across 120+ countries, backed by top venture firms.
Provide Tier 1 and Tier 2 support for user access issues related to IAM, security policies, and cloud authentication systems.
Coordinate help desk workflows using ITSM platforms such as ServiceNow or JIRA, ensuring structured ticket tracking and reporting.
Submit Help Desk Performance & Support Metrics Reports detailing ticket resolution rates, user support trends, and SLA adherence.
SOSi is a large private, founder-owned technology and services integrator in the defense and government services industry, founded in 1989. They deliver tailored solutions and trusted results to enable national security missions worldwide.
Manage ServiceNow platform operations, support, and enhancements for business optimization and workflow automation.
Collaborate with executive stakeholders to define platform strategy, roadmap, and prioritization.
Lead a team of developers, enforce governance, and ensure security compliance.
NWN is an AI-powered technology solutions provider for North American organizations. The company has over 1,000 employees and is committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score.
Set the architectural vision and roadmap for your accounts, ensuring coherent delivery across the engagement lifecycle.
Partner with Account Managers, Technical Program Managers, and Technical Leads to shape solutions and keep delivery on track.
Build trusted relationships with senior stakeholders, act as a trusted advisor, and contribute to thought leadership and team growth.
ServiceRocket is a global tech-enabled services company that accelerates growth through reliable partnerships. With over 20 years of experience and a collaborative culture rated 4.7 on Glassdoor, they employ a diverse team of Rocketeers in a fun-loving, inclusive environment.
Lead a globally distributed IT support team across US, Finland, UK, and APAC, managing hiring, performance, and career development.
Drive AI-first ITSM transformation by migrating to Atomicwork and deploying AI-native ticket deflection and self-service workflows.
Own ITSM process design, governance, and SLA accountability across incident management, request fulfillment, and change management.
Oura empowers people to own their inner potential with award-winning products that track readiness, activity, and sleep. As a quickly growing company focused on health, they value team well-being and provide tools for best work.
Play a critical role in maintaining the stability and usability of the PATH environment as first-line support for clinical users.
Efficiently triage and resolve service requests in ServiceNow, reducing downtime and protecting data integrity.
Work closely with application, technical, and operational teams to assess and route Oracle Cerner Millennium issues.
GDIT is a global technology and professional services company delivering solutions to U.S. government agencies. With 26,000 experts, they focus on innovation in AI, cloud, cyber, and software development.
Lead one or more cross-functional squads within the SAP domain, owning delivery outcomes and team health.
Partner with product management to maintain a healthy backlog and align on priorities.
Manage a broad stakeholder group, drive engineering excellence, and develop engineers.
Mable is a leading Australian healthtech platform that connects people with disability and older Australians to independent support workers. With over 25 million hours of support facilitated since 2014, they have been recognized on AFR's Top 100 and Deloitte Tech Fast 50, fostering a high-productivity, dynamic team environment.