imagineeer

About the Company

We engage, empower, enable, and imagine a future where the patient, consumer, customer, and business is the center of everything you do. Our approach is to provide the vision and technical support needed for an organization or individual to have ownership of their creations in a decentralized and agnostic manner. We are the bridge between traditional organizations and the ambitious innovators that want to control their own destiny.

Listed Jobs

Company Name

imagineeer

Job Title

IT Service Administrator

Job Description

**Job Title** IT Service Administrator **Role Summary** Manages IT service desk operations, ensuring efficient technical support and compliance with federal IT standards for government personnel and contractors. **Expectations** Oversee help desk team performance, enforce compliance with federal cybersecurity policies, and optimize IT service delivery through process improvements. **Key Responsibilities** - Supervise Tier 1-3 IT support staff to deliver technical solutions and customer service. - Manage ticketing systems (ServiceNow, Jira) for incident tracking and resolution tracking. - Monitor SLAs, KPIs, and metrics to ensure service quality. - Escalate and resolve complex technical issues. - Develop SOPs aligned with federal IT regulations (e.g., NIST 800-53, FISMA). - Provide staff training and mentorship. - Collaborate with program managers and IT teams to improve support processes. - Ensure compliance with federal cybersecurity mandates. - Support user onboarding/offboarding and system access management. - Analyze operational inefficiencies and propose automation or procedural enhancements. - Participate in IT governance, audits, and incident response. **Required Skills** - ITIL/ITSM frameworks and ticketing systems. - Federal IT environment management. - Leadership in team supervision and staff development. - Technical problem-solving and analytical capabilities. - Federal cybersecurity compliance (NIST, FISMA). **Required Education & Certifications** - Bachelor’s degree in IT, Computer Science, or related field; Master’s preferred. - 5+ years in IT service management, including supervisory experience. - ITIL Foundation certification (or higher); PMP certification desired. - U.S. Citizenship and ability to obtain Public Trust clearance.

Washington, United states

Hybrid

Mid level

02-10-2025