IT Service Desk Systems Administrator

ValidaTek-posted about 1 month ago

Full-time • Mid Level

Brunswick, GA

101-250 employees

Professional, Scientific, and Technical Services

Resume

Match Score

Upload and Match ResumeTrack Jobs with Teal

The IT Service Desk Ticketing System Administrator serves as the technical authority responsible for the administration, configuration, and optimization of the IT Service Desk Ticketing System environment supporting the Federal Law Enforcement Training Centers (FLETC) or equivalent enterprise IT operations. This role ensures the reliability, functionality, and performance of the Ivanti Service Management ecosystem-including Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager-while maintaining strong data integrity, configuration control, and alignment with ITIL-based service management best practices. The Administrator will collaborate closely with Service Desk leadership, IT operations teams, and enterprise stakeholders to enhance service delivery, automate workflows, and improve end-user satisfaction through efficient ITSM processes.

Administer and manage the Ivanti IT Service Management (ITSM) suite, including Service Manager, Voice Server, Asset Manager, and Change Manager.
Maintain and configure the ticketing system to support ITIL-aligned processes for Incident, Problem, Request, Asset, and Change Management.
Perform system maintenance, upgrades, and patching in coordination with vendor and IT support teams.
Configure business rules, workflows, forms, dashboards, and reports to meet operational and reporting requirements.
Ensure high system availability, data accuracy, and proper access control for all ITSM modules.
Design and manage database schemas, data structures, and relationships within the Ivanti platform to ensure referential integrity and consistent data flow across ITSM components.
Monitor and maintain database performance, optimizing queries, indexes, and data storage as needed.
Support the integration of Ivanti systems with enterprise directories (e.g., Active Directory), inventory systems, and other IT management platforms.
Develop and maintain data models, mappings, and documentation for all ITSM-related databases.
Collaborate with the Service Desk Lead and IT leadership to define and refine ticket categorization, prioritization, and escalation workflows.
Develop and maintain automated notification and routing rules to enhance response and resolution times.
Monitor system utilization and incident trends to identify opportunities for workflow improvement or automation.
Design and generate custom reports and dashboards to track Service Desk performance metrics such as ticket volume, resolution time, SLA compliance, and customer satisfaction.
Provide executive-level summaries and trend analyses to support data-driven decision-making.
Maintain audit logs, historical data, and documentation to support compliance and performance reporting requirements.
Coordinate with IT managers, developers, and engineers to implement approved changes in the ITSM environment.
Review and process Change Requests in alignment with governance standards and Infrastructure Change Control Board (ICCB) processes.
Collaborate with vendors and internal teams to troubleshoot technical issues, perform root cause analyses, and implement sustainable solutions.
Participate in Service Desk strategy and improvement initiatives to align IT operations with organizational goals.

At least 4 years of ticketing system management experience in a large IT services environment
Certified in the administration and management of the FLETC IT Service Desk system, or equivalent verifiable hands-on experience.
Extensive experience in database design and administration, including creating data schemas and structures with strong referential integrity.
Proficiency in the administration, configuration, and optimization of:
Ivanti Service Manager (ISM)
Ivanti Voice Server
Ivanti Asset Manager
Ivanti Change Manager
Strong understanding of ITIL-based Service Management processes and how they are implemented in ITSM platforms.
Experience managing system configurations, workflows, and data migrations in a multi-tier ITSM environment.
Must be able to pass the DHS law enforcement background check.

Bachelor's degree in Information Technology, Computer Science, or related field.
Professional certifications such as:
ITIL Foundation or Intermediate Certification
HDI Support Center Analyst / Manager
Ivanti Certified Administrator or Engineer
Experience supporting federal or DoD IT environments, especially involving multi-site or distributed Service Desk operations.

Track Jobs with Teal

Job Search Resources

•

AI Resume Builder

•

IT System Administrator Resume Examples

•

IT System Administrator Cover Letter Examples

IT Service Desk Systems Administrator

Job Search Resources

Tools

Career Hubs

Guides

Company