Helix Service Desk Professional 2025-TGC
Helix Service Desk Professional 2025-TGC
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Salary Not Disclosed
1 Vacancy
Job Description
Description:
Join ICES on a contract impacting national security as an Lead BMC Helix Service Desk Professional
These positions are located inAlexandria VA.All positions require an active/currentTS/SCI securityclearanceand be willing and able to pass an additionalpolygraphas needed.
As anLead BMC Helix Service Desk Professional specific responsibilities include but are not limited to:
Duties:
- Lead the implementation and configuration of BMC Helix Service Desk solutions according to organizational requirements.
- Supervise and support a team of service desk administrators and analysts providing guidance and ensuring adherence to service management best practices.
- Continuously review and optimize service delivery processes to improve efficiency and user experience.
- Oversee incident management and problem resolution processes ensuring timely and effective resolution of IT issues.
- Manage service request fulfillment processes ensuring service levels are met and customer expectations are exceeded.
- Generate and analyze reports on service desk performance metrics identifying trends and areas for improvement.
- Conduct training sessions for service desk staff on BMC Helix Service Desk functionalities and best practices.
- Drive continuous improvement initiatives to enhance service desk operations and capabilities.
- Ensure compliance with IT policies standards and regulatory requirements related to service desk operations.
Required:
- Project Management Professional (PMP) certification.
- ITIL 4 Managing Professional certification.
- BMC Certified Professional certification.
- Indepth knowledge and handson experience with BMC Helix Service Desk modules and functionalities.
- Strong understanding of IT service management principles and frameworks (e.g. ITIL).
- Experience leading and mentoring a team of service desk administrators and analysts.
- Ability to analyze complex issues and provide effective solutions.
- Commitment to delivering highquality service and improving user
- satisfaction.
- Excellent verbal and written communication skills for effective collaboration and reporting.
- Ability to manage projects related to BMC Helix Service Desk implementation and enhancements.
- Experience in managing relationships with BMC or other IT service management tool vendors.
- BS/BA in IT Computer Science or relevant fields.
- 4 years of experience administering maintaining and developing BMC
- Helix IT Service Management Software.
Required Experience:
Unclear Seniority
Employment Type
Full Time
