View all jobs
Helix Service Desk Professional 2025-TGC
Alexandria, VAIntelligence Consulting Enterprise Solutions, INC. is looking for a Lead BMC Helix Service Desk Professional
Description:
Join ICES on a contract impacting national security as an Lead BMC Helix Service Desk Professional
These positions are located in Alexandria, VA. All positions require an active/current TS/SCI security clearance and be willing and able to pass an additional polygraph as needed.
As an Lead BMC Helix Service Desk Professional, specific responsibilities include, but are not limited to:
Duties:
Required:
Description:
Join ICES on a contract impacting national security as an Lead BMC Helix Service Desk Professional
These positions are located in Alexandria, VA. All positions require an active/current TS/SCI security clearance and be willing and able to pass an additional polygraph as needed.
As an Lead 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.
- In-depth knowledge and hands-on 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 high-quality 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.