IT Service Desk Ticketing System Administrator

It Coalition•Dock Junction, GA

53d

About The Position

The Federal Law Enforcement Training Centers (FLETC), part of the Department of Homeland Security (DHS), is responsible for training and supporting the training of federal, state, local, and tribal law enforcement officers—as well as international partners—who enforce laws, treaties, and regulations in the United States and abroad. Headquartered in Glynco, Georgia, with training delivery points in Artesia, New Mexico; Charleston, South Carolina; and Cheltenham, Maryland, FLETC's mission depends on secure, stable, and modern IT infrastructure. This program delivers comprehensive Information Technology (IT) Delivery and Operations Support Services (DOSS) that ensure reliable and efficient IT performance across all FLETC locations. The IT Service Desk Ticketing System Administrator will play a key role in maintaining, enhancing, and supporting the Service Management and ticketing platforms that enable FLETC's enterprise IT operations. The IT Service Desk Ticketing System Administrator is responsible for the administration, configuration, and optimization of the FLETC IT Service Desk environment, ensuring effective service delivery and incident management across the organization. This position is ideal for an experienced IT professional with deep expertise in Ivanti Service Manager and related Ivanti modules, as well as a strong background in database design, system integration, and IT service management processes. The administrator will work closely with IT leadership, support teams, and system owners to design efficient workflows, maintain data integrity, and implement enhancements that align with DHS and FLETC operational goals.

Requirements

Extensive hands-on experience designing and administering Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager.
Proven experience designing and maintaining database schemas and structures with strong referential integrity.
Deep understanding of IT Service Management (ITSM) principles, including incident, problem, change, and asset management.
Strong analytical and troubleshooting skills with attention to detail and accuracy.
Ability to collaborate effectively with cross-functional IT teams and communicate complex concepts clearly.
Ability to obtain and maintain a Public Trust security clearance.

Nice To Haves

Experience developing automation scripts or integrations using Ivanti APIs, PowerShell, or related technologies.
Familiarity with Microsoft SQL Server or other relational database management systems.
ITIL certification or demonstrated experience applying ITIL-based processes.
Experience supporting enterprise-level Service Desk systems within federal or large-scale environments.
Excellent documentation, communication, and customer service skills.

Responsibilities

Administer, configure, and maintain the Ivanti Service Manager platform and related systems, including Ivanti Voice Server, Asset Manager, and Change Manager.
Design, develop, and maintain database schemas and data structures that support clear referential integrity and optimized performance.
Configure and customize Service Desk modules to support incident, problem, change, and asset management processes.
Implement workflows, automation, and reporting capabilities to enhance service delivery and user experience.
Manage system integrations with other enterprise tools, directories, and databases to ensure seamless interoperability.
Monitor system performance, troubleshoot issues, and ensure high availability and reliability of the ticketing environment.
Maintain comprehensive documentation for system configuration, procedures, and data models.
Collaborate with IT leadership to align Service Desk processes with ITIL and DHS/FLETC standards.
Support user training, permissions management, and service catalog administration within the Ivanti environment.

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