with the required specialized training and experiences outlined below.
Location: 14th and C Streets SW, Washington, DC 20228
Responsibilities & Duties
Lead a team of BMC Remedy/Helix Service Desk analysts, providing guidance, coaching, and mentorship to ensure high performance and professional growth
Manage the BMC Remedy/Helix Service Desk operations, ensuring that all incidents, requests, and problems are resolved within agreed SLAs and KPIs
Administer the BMC Remedy/Helix platform, including configuration, customization, and integration with other IT systems as required
Continuously improve service desk processes and procedures to enhance efficiency, effectiveness, and customer satisfaction
Implement quality assurance measures to ensure the accuracy and completeness of incident records, resolutions, and documentation
Prepare and present regular reports on service desk performance, including trends, issues, and improvement initiatives
Collaborate with other IT teams and stakeholders to ensure seamless integration of service desk functions with broader IT service management processes
Coordinate training sessions and workshops for service desk analysts to enhance technical skills and knowledge of BMC Remedy/Helix
Job Qualifications:
Experience Requirements
At least four (4) years of experience administering, maintaining, and developing BMC Helix IT Service Management Software.
Required Certifications:
ITIL 4 Managing Professional
BMC Certified Professional
EEO/AA Employer/Vets/Disability
www.martekglobal.com
About Us:
Since 1996, Martek Global Services has been a leader in integrated strategic and tactical solutions in real estate, healthcare, facilities, and professional services for federal government and commercial customers nationwide. Martek provides a full suite of services such as real estate development to include fully outfitted build-to-suit facilities, facilities management, retrofit, and renovation, healthcare facilities support, and litigation support, program management, and acquisition support services.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Internet Publishing
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