System Administrator (Service Desk Lead)

RMC is hiring for a System Administrator to serve as the Service Desk lead for an on-prem and cloud-based environment in Dahlgren, VA. The selected application will provide oversight of the day-to-day operations of an enterprise Service Desk,

Requirements

• Primarily responsible managing the collection and evaluation of service desk delivery metrics, and using these to provide meaningful changes to scheduling, monitoring/QA, mentoring, evaluating, and otherwise enhancing the performance of a remote workforce.
• Analyze daily, weekly and monthly operational metrics and make recommendations for streamlining processes, knowledge management articles, agent training, etc.
• Provide leadership in the role of Incident and Service Request Manager, responsible for full lifecycle (from triage, escalation to resolution) and for continual service improvements that align with and continually improve upon ITIL processes.
• Work closely...