Martek Global Services Inc.

Lead BMC Remedy/Helix Service Desk Professional

Washington, DC - Full Time

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

  • 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.

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Apply: Lead BMC Remedy/Helix Service Desk Professional
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