Martek Global Services, Inc. ('Martek') working a proposal with the Bureau of Engraving and Printing for Information Technology Operations and Maintenance Support. We are currently looking for a Lead BMC Remedy/Helix Service Desk Professional 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:
EEO/AA Employer/Vets/Disability
***
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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