<p><strong>Day in the life: </strong>Leads the day‑to‑day operational delivery of IT services (service desk + field support + EUC + patching + device lifecycle), governs ITIL processes (incident/problem/change/request), ensures SLAs, and provides hands‑on escalation for network/telephony while managing supervisors and technical staff.</p><p> </p><p><br></p><p><strong>Nice‑to‑Have</strong></p><ul><li>ServiceNow administration/reporting; Problem Management rigor.</li><li>Intune Autopilot / MECM task sequence mastery.</li><li>Experience in government/regulatory environments (policy enforcement mindset).</li><li>DR/BCP input experience.</li></ul><p> </p>

<p><strong>Must‑Have</strong></p><ul><li>ITIL process ownership & SLA governance.</li><li>Team leadership (supervisors + techs), performance management.</li><li>Endpoint lifecycle (imaging, deployment, patching).</li><li>Advanced network/telephony troubleshooting comfort.</li><li>Multi‑site field services management and travel availability.</li></ul><p><br></p>

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