Mid-Level Service Desk Liaisons (SDLs)

About […] […] is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, […] supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, […] is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results.

Learn more at [link] About the Opportunity […], LLC is seeking a Mid Service Desk Liaisons (SDLs) to join us. Duties and

Act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution. Provide guidance and training to users on IT policies, procedures, and self-service resources. Monitor and track IT incidents and service requests, ensuring timely resolution in accordance with SLAs.

Escalate complex or high-priority incidents to the appropriate support teams or management. Analyze incident trends and recurring issues, recommending proactive solutions. Work closely with IT support teams to facilitate efficient problem resolution and service delivery.

Assist in change management processes, ensuring users are informed of IT changes and system outages. Identify opportunities for service desk process improvements to enhance user experience and efficiency. Maintain accurate documentation of incidents, resolutions,