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DecisionPoint
Shift Lead
Consulting
Mid-Level
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
Change Management
DevOps
IT Service Management
Incident Management
Problem Management
Security Operations
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
October 17, 2023
DecisionPoint is seeking two Shift Leads to manage technical support for their Department of Defense (DoD) enterprise environment. These leaders will oversee system monitoring, incident management, and ticket resolution, ensuring system security and compliance. The positions are fully remote and involve coordination with cybersecurity and DevOps teams.
Requirements
- Must hold an active Secret clearance.
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- Minimum 5 years of experience supporting or leading IT service desk, network operations center (NOC), or system operations functions.
- Proven ability to manage incident, problem, and change management processes within ITIL-aligned frameworks.
- Familiarity with IT Service Management (ITSM) tools such as ServiceNow, Jira Service Management, or BMC Remedy.
- Understanding of incident response, escalation, and root cause analysis procedures.
Requirements Summary
Secret clearance needed. Bachelor's in IT or related field. 5+ years of IT experience, including incident management & ITIL frameworks
