Service Desk Manager

Responsibilities: Manage a technical team handling complex PIV/PKI identity issues and oversee Tier 3 escalations to ensure SLA compliance. Coordinate with engineering teams and VA leadership to drive root-cause analysis and implement permanent remediation plans.

Requirements: Requires 5-10+ years of IT support experience with at least 3 years in technical management and deep expertise in PKI and federal identity standards. Must be proficient in Active Directory and ITSM tools, with the ability to obtain a Public Trust clearance.

Key skills: PIV/PKI Management, Technical Leadership, Root Cause Analysis, Active Directory, Entra ID, ServiceNow, ITIL, Incident Management, Problem Management, Change Management, HSPD-12, FIPS 201, NIST SP 800-63, Certificate Authorities, Secure Email, Public Trust Clearance

Keywords: PIV, PKI, Smart Card, Middleware, CRL, OCSP, Windows Trust, S/MIME, Active Directory, Entra ID, HSPD-12, FIPS 201, NIST SP 800-63, ServiceNow, ITIL v4, SCCM, Intune, Entrust, HID/ActivID, RSA, ICAM, Public Trust, GPO, Identity Management, Authentication Flows, Root Cause Analysis, SLA, Runbooks, PII, PHI