Lead service-desk operations across the USMEPCOM enterprise, managing queues, staffing, escalations, and VIP support.
Use ServiceNow to monitor performance, identify trends, and improve service quality and customer experience.
Coordinate with government leadership and process owners to align activities with IT service management processes.
DecisionPoint Corporation is an IT services company providing enterprise IT support and service-desk operations for government programs. The company emphasizes equal opportunity and affirmative action in its workplace.
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.
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.
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.
Lead day-to-day operations of the Service Management organization to ensure efficient service delivery and adherence to SLAs.
Provide governance and oversight of the Managed Service Provider (MSP) including performance monitoring and compliance.
Drive service desk transformation initiatives such as automation and AI-driven solutions to improve efficiency.
A.C.Coy is an information technology services company that provides staffing and managed solutions. The organization focuses on operational excellence and client service delivery.
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.
Own complex escalations end-to-end, driving alignment across Engineering, Support, Product, and Sales.
Lead executive-level communication and resolution plans for enterprise customers during critical incidents.
Run post-escalation reviews and contribute to process improvements and playbooks.
GitLab is an intelligent orchestration platform for DevSecOps that helps organizations ship software faster and more securely. With over 50 million users and more than 50% of the Fortune 100 as customers, GitLab fosters a high-performance, AI-driven culture.
Provide advanced remote and on-site troubleshooting for network, telecom, cabling, and end-user device issues.
Act as deputy to the Field Operations Lead, coordinating technicians during incidents and installations.
Support 24/7 outage response, SEV 1/2 incidents, and disaster-recovery activities.
Computer World Services is an IT services company supporting large-scale government and DoD infrastructure programs. The company fosters an inclusive, equal-opportunity workplace and accommodates individuals with disabilities.
Lead and coordinate the onsite IT support team, allocating incidents, service requests, and operational tasks.
Provide technical oversight across desktops, Windows systems, Microsoft 365, peripherals, and connectivity issues.
Track SLAs, manage escalations, and drive continuous service improvement through reporting and documentation.
Jobgether is a talent matching platform that connects candidates with employers worldwide using AI-powered matching. The partner company manages enterprise IT infrastructure services and values in-person collaboration with flexibility to support wellbeing and productivity.
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.
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.
Administer and maintain the ServiceNow self-service portal, service catalog, knowledge content, and ticket-routing rules to enhance Tier 0 capabilities.
Analyze service data to convert recurring incidents into reusable knowledge and automated resolutions, reducing avoidable tickets and improving customer experience.
Configure dashboards and reports to track self-service adoption, deflection, and routing accuracy, and coordinate with teams for controlled releases and testing.
Computer World Services (CWS) provides IT solutions and support for federal and DoD clients. The company values diversity and inclusion, offering equal employment opportunities.
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.
Provide customer support for IT issues via phone, email, voicemail, and incident tickets.
Troubleshoot hardware and software on Microsoft and Apple devices, including healthcare-specific applications.
Document, resolve, and assign incidents using ServiceNow while ensuring customer satisfaction.
Emory Healthcare is a leading healthcare system providing comprehensive medical services. With a large workforce, they foster a supportive culture focused on professional growth and well-being.
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.
Design and maintain interactive dashboards using ServiceNow Performance Analytics and Microsoft Power BI.
Extract and integrate data from ServiceNow ITSM modules to create automated reporting solutions for government leadership.
Analyze ITSM data to identify trends and drive continuous improvement in service delivery.
G2IT is a government contractor providing IT services to the Department of Defense. They support large-scale programs with a focus on customer service and mission-critical operations, fostering a collaborative culture in a remote environment.
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.