Ardent
Deputy Project Manager/Desktop Technician Manager/Queue Manager
Rockville, MD
No sponsorshipDetected 18 hours ago
Project ManagementOperations ManagementLeadershipCompTIA
About the role
- Why do you need to choose between doing important work and having a fulfilling life?
- We respect the skills and experience you bring to the Ardent team.
- And we provide a rewarding environment to help you succeed.
Responsibilities
- In this role, you will support daily IT operations by overseeing desktop support teams and managing the ServiceNow ticket queue.
- Support the Project Manager in managing day-to-day desktop support operations.
- Serve as the primary lead for the ServiceNow ticket queue, including triage, routing, assignment, and closure oversight.
- Provide operational oversight and guidance to desktop support technicians to ensure service quality and consistency.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field (or Associate's degree with equivalent experience).
- Minimum of 5 years of IT operations management experience.
- Hands-on experience with ServiceNow administration and ITSM processes (incident, request, and problem management).
- Strong understanding of SLA management, ticket prioritization, and service delivery metrics.
- Active Public Trust clearance (or ability to obtain).
Nice to have
- ServiceNow Certified System Administrator.
- CompTIA A+ or Network+.
- Experience supporting federal or enterprise IT service desk environments.
- Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process.
- We highly encourage all Veterans and those with disabilities to apply.
- Ardent is an equal opportunity employer.
Compensation
- We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gend
Benefits
- Coordinate staffing coverage across shifts, including planned absences and surge support requirements.
This listing is sourced directly from Ardent's careers page and normalized into a canonical job model.