Professional Service Lead

Lead BMC Remedy/Helix Service Desk Professional

Astor & Sanders Corporation (Astor) is an award-winning IT solutions provider headquartered in McLean, VA and is seeking a Lead BMC Remedy/Helix Service Desk Professional. This is a full-time position based onsite in Washington DC.

Roles and Responsibilities:

• Manage and coordinate the activities of the Service Desk team
• Ensure timely resolution of incidents and service requests in accordance with defined SLAs
• Provide technical support and guidance to the Service Desk team
• Monitor and analyze performance metrics to identify areas of improvement
• Work heavily with BMC Remedy and Helix
• Participate in project planning and implementation related to the Service Desk
• Stay up-to-date with industry trends and best practices in IT service management
• Additional duties as assigned
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