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Key Responsibilities:
- Oversee incident, service-request, access-request, and problem queues across support tiers, ensuring proper prioritization and documentation.
- Develop staffing schedules, shift coverage, and escalation rosters to meet 24/7/365 requirements, including after-hours support.
- Monitor queue volumes, response times, and backlogs; lead daily queue reviews and shift handoffs to maintain service levels.
Required Qualifications:
- Associate’s or bachelor’s degree in Information Technology or related field.
- Minimum of six years experience in enterprise IT support or service-desk operations.
- Experience coordinating service-desk operations using ServiceNow, including ticket queues, technician assignments, and escalations.
Preferred Qualifications:
- Experience leading a multi-tier federal or DoD service desk in a 24/7/365 environment.
- Experience managing VIP or executive-level technical support.
- ITIL 4 Foundation or ServiceNow Certified System Administrator certifications.
Other Requirements:
- Active Secret security clearance or higher is required.
- Remote position with preference for Chicago, IL area candidates; participation in after-hours escalation may be required.
Computer World Services
Computer World Services (CWS) provides IT service desk operations and support for government contracts. The company is an equal opportunity employer committed to diversity and inclusion, with a focus on delivering high-quality technical services.