Job Description

1 day ago Be among the first 25 applicants

Candidates must be residents of DC, MD, or VA.

Daily Responsibilities:

• Lead the operational execution of all Tier 13 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 :

• Bachelors 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

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Project Management

• Industries

  Business Consulting and Services and IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Tuition assistance

Disability insurance

Paid maternity leave

Child care support

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