IT Service Desk / Knowledge Base Manager

About the role

Kaimetrix is seeking an IT Service Desk / Knowledge Base Manager – Level IV to provide expert-level technical support and leadership for enterprise service desk operations in a secure, mission-critical environment. This role serves as the primary escalation point for complex incidents while overseeing knowledge management processes to ensure efficient, high-quality support delivery.

What you'll do

• Serve as the primary escalation point for complex and critical client-level hardware and software issues
• Apply advanced troubleshooting techniques, diagnostic tools, and industry best practices to develop effective and scalable solutions
• Analyze service desk data to identify trends, patterns, and opportunities for process improvement and optimization
• Collaborate with engineering, product, and cross-functional teams to enhance system performance and supportability
• Lead the development and implementation of new service desk strategies and support processes
• Manage and maintain the organization’s knowledge base to improve team efficiency and knowledge sharing
• Provide technical leadership and guidance to service desk and support personnel
• Serve in a site lead capacity, coordinating service desk operations and support activities across environments

Qualifications

Education/Experience:

• Minimum of 10 years of progressive experience in IT service desk, knowledge management, or related support roles
• Master’s degree in Information Technology, Computer Science, or a related field, or equivalent experience

Certifications:

• CompTIA CASP+, (ISC)² CISSP

Clearance:

• Active Tier 3 (T3) background investigation or ability to obtain and maintain