Zendesk Administrator

LingaTech • Washington, DC

8d • Hybrid

About The Position

The ITAM Zendesk Administrator manages and maintains all IT Asset Management (ITAM)–related activity within the Zendesk platform, ensuring accurate ticket handling, system alignment, and SLA compliance. This role serves as the central point of coordination for ITAM ticket workflows, reporting, and process improvement.

Requirements

• Proficiency with Zendesk and IT Asset Management (ITAM) platforms, demonstrating the ability to manage, track, and support IT asset–related workflows and ticketing processes

Nice To Haves

• Familiarity with SLA management and reporting tools, with experience monitoring service levels and producing operational reports

Responsibilities

• Manage and oversee all ITAM-related tickets in Zendesk, ensuring accurate categorization, prioritization, and routing
• Monitor, track, and enforce service level agreements (SLAs) across all ITAM tickets
• Maintain accurate data synchronization between Zendesk and the Oomnitza ITAM platform
• Generate, review, and distribute weekly reports on ticket status, trends, and SLA performance
• Audit ticket data to ensure consistency, accuracy, and compliance with established processes
• Develop, document, and continuously improve ticket management workflows and assignment processes
• Serve as the primary point of contact for ITAM-related ticket management within Zendesk
• Collaborate with technical and operational teams to resolve issues and optimize ITAM support processes

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees