IT Service Desk / Knowledge Base Manager at Kaimetrix

Fort Belvoir, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

29 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Knowledge Management, Incident Escalation, Troubleshooting, Process Optimization, Service Desk Strategy, Technical Leadership, Site Coordination, Hardware Support, Software Support, Data Analysis, Cross-functional Collaboration

Industry

Information Technology & Services

Description

About the role Kaimetrix is seeking an IT Service Desk / Knowledge Base Manager – Level IV to provide expert-level technical support and leadership for enterprise service desk operations in a secure, mission-critical environment. This role serves as the primary escalation point for complex incidents while overseeing knowledge management processes to ensure efficient, high-quality support delivery. What you'll do Serve as the primary escalation point for complex and critical client-level hardware and software issues Apply advanced troubleshooting techniques, diagnostic tools, and industry best practices to develop effective and scalable solutions Analyze service desk data to identify trends, patterns, and opportunities for process improvement and optimization Collaborate with engineering, product, and cross-functional teams to enhance system performance and supportability Lead the development and implementation of new service desk strategies and support processes Manage and maintain the organization’s knowledge base to improve team efficiency and knowledge sharing Provide technical leadership and guidance to service desk and support personnel Serve in a site lead capacity, coordinating service desk operations and support activities across environments Qualifications Education/Experience: Minimum of 10 years of progressive experience in IT service desk, knowledge management, or related support roles Master’s degree in Information Technology, Computer Science, or a related field, or equivalent experience Certifications: CompTIA CASP+, (ISC)² CISSP Clearance: Active Tier 3 (T3) background investigation or ability to obtain and maintain Kaimetrix, L.L.C. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. Kaimetrix offers a comprehensive benefits package that includes medical, dental, and vision insurance; company-paid short-term and long-term disability coverage; company-paid life and AD&D insurance with additional voluntary options; a 401(k) and Roth retirement plan with employer matching; paid time off that increases with tenure; 11 paid federal holidays; FSA and HSA options; commuter benefits; annual education reimbursement for approved training and certifications; employer-paid identity protection; and optional supplemental coverages such as accident, cancer, critical illness, and hospital indemnity.

Responsibilities

Provide expert-level technical support and leadership for enterprise service desk operations in a mission-critical environment. Manage the organization's knowledge base and serve as the primary escalation point for complex hardware and software issues.