Ardent
Service Desk Lead
New York, NY
Sponsorship not specifiedDetected 1 day ago
Leadership
About the role
- This is an on-site position located in New York.
Responsibilities
- Ardent is seeking a Service Desk Lead to oversee day-to-day service desk operations, ensuring efficient delivery of end-user support services and maintaining high levels of system availability and user satisfaction.
- This role will provide leadership to service desk personnel, manage incident and request workflows, and ensure secure handling of enterprise systems and user access.
- Lead daily service desk operations, ensuring timely resolution of incidents and service requests.
- Supervise and support Service Desk Technicians, including task assignment, performance oversight, and escalation management.
- Manage user account provisioning, identity and access management, and privileged access controls.
- Maintain and update system configurations, CMDB records, and asset tracking systems.
- Support continuous improvement initiatives to enhance service desk performance and user experience.
- If you want to build something meaningful, while enjoying the kind of flexibility and support that you need to do your best work - Ardent is where your next mission begins.
- Ardent is seeking a Service Desk Lead to join our team.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in service desk or IT support roles, including leadership responsibilities.
- Experience managing service desk operations in an enterprise environment.
- Strong knowledge of incident management, ticketing systems, and IT service management processes.
- Experience with identity and access management, including privileged account administration.
- Ability to obtain a Tier 4 (High Risk Public Trust) background investigation.
- Must be eligible for and capable of receiving privileged, administrative, or configuration-level system access.
Nice to have
- Experience with ServiceNow or similar ITSM platforms.
- ITIL Foundation or higher certification.
- Experience supporting federal or highly regulated environments.
- Strong understanding of CMDB, asset management, and configuration control processes.
- 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 prior to receiving system access.
- 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
Company info
- At Ardent, we hire people who want more than a job - they want to serve a mission that matters.
This listing is sourced directly from Ardent's careers page and normalized into a canonical job model.