Lead BMC Remedy/Helix Service Desk Professional
Apply NowCompany: Martek Global Services Inc.
Location: Washington, DC 20011
Description:
Martek Global Services, Inc. ("Martek") working a proposal with the Bureau of Engraving and Printing for Information Technology Operations and Maintenance Support. We are currently looking for a Lead BMC Remedy/Helix Service Desk Professional with the required specialized training and experiences outlined below.
Location: 14th and C Streets SW, Washington, DC 20228
Responsibilities & Duties
Job Qualifications:
Experience Requirements
At least four (4) years of experience administering, maintaining, and developing BMC Helix IT Service Management Software.
Required Certifications:
EEO/AA Employer/Vets/Disability
www.martekglobal.com
About Us:
Since 1996, Martek Global Services has been a leader in integrated strategic and tactical solutions in real estate, healthcare, facilities, and professional services for federal government and commercial customers nationwide. Martek provides a full suite of services such as real estate development to include fully outfitted build-to-suit facilities, facilities management, retrofit, and renovation, healthcare facilities support, and litigation support, program management, and acquisition support services.
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Location: 14th and C Streets SW, Washington, DC 20228
Responsibilities & Duties
- Lead a team of BMC Remedy/Helix Service Desk analysts, providing guidance, coaching, and mentorship to ensure high performance and professional growth.
- Manage the BMC Remedy/Helix Service Desk operations, ensuring that all incidents, requests, and problems are resolved within agreed SLAs and KPIs.
- Administer the BMC Remedy/Helix platform, including configuration, customization, and integration with other IT systems as required.
- Continuously improve service desk processes and procedures to enhance efficiency, effectiveness, and customer satisfaction.
- Implement quality assurance measures to ensure the accuracy and completeness of incident records, resolutions, and documentation.
- Prepare and present regular reports on service desk performance, including trends, issues, and improvement initiatives.
- Collaborate with other IT teams and stakeholders to ensure seamless integration of service desk functions with broader IT service management processes.
- Coordinate training sessions and workshops for service desk analysts to enhance technical skills and knowledge of BMC Remedy/Helix.
Job Qualifications:
Experience Requirements
At least four (4) years of experience administering, maintaining, and developing BMC Helix IT Service Management Software.
Required Certifications:
- ITIL 4 Managing Professional
- BMC Certified Professional
EEO/AA Employer/Vets/Disability
www.martekglobal.com
About Us:
Since 1996, Martek Global Services has been a leader in integrated strategic and tactical solutions in real estate, healthcare, facilities, and professional services for federal government and commercial customers nationwide. Martek provides a full suite of services such as real estate development to include fully outfitted build-to-suit facilities, facilities management, retrofit, and renovation, healthcare facilities support, and litigation support, program management, and acquisition support services.
#ZR