IT Service Desk / Knowledge Base Manager – Level IV

About the role

Kaimetrix is seeking an IT Service Desk / Knowledge Base Manager – Level IV to provide senior-level leadership and oversight for enterprise service desk operations in a secure, mission-critical environment. This role serves as the primary escalation point for complex technical issues while managing knowledge base development and driving continuous improvement in support delivery.

What you'll do

• Serve as the primary escalation point for complex and critical hardware and software incidents
• Utilize advanced troubleshooting techniques, diagnostic tools, and industry best practices to implement scalable solutions
• Analyze support data to identify trends, patterns, and opportunities for process optimization
• Collaborate with engineering, product, and cross-functional teams to improve system design and supportability
• Lead development and implementation of support strategies and service desk processes
• Manage and maintain the organization’s knowledge base to improve efficiency and knowledge sharing
• Provide technical leadership and guidance to service desk personnel
• Serve in a site lead capacity, overseeing service desk operations and support activities

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