IT Service Desk Ticketing System Administrator

JOB TITLE: IT Service Desk Ticketing System Administrator 

GOVERNMENT AGENCY: Department of Homeland Security (DHS), Federal Law Enforcement Training Center (FLETC) 

POSITION INFORMATION: Full-Time Position 

LOCATION: FLETC HQ in Glynco, Georgia 

POSITION TIMING: Contingent upon award  

PROGRAM OVERVIEW:

The Federal Law Enforcement Training Centers (FLETC), a component of the Department of Homeland Security (DHS), is responsible for training and supporting the training of federal, state, local, and tribal law enforcement officers—as well as international partners—who enforce laws, treaties, and regulations in the United States and abroad.

Headquartered in Glynco, Georgia, with additional training delivery points in Artesia, New Mexico; Charleston, South Carolina; and Cheltenham, Maryland, FLETC’s mission depends on reliable, secure, and efficient IT systems and user support across its nationwide infrastructure.

This program provides comprehensive Information Technology (IT) Delivery and Operations Support Services (DOSS) to sustain FLETC’s mission. The Service Desk Lead will play a vital role in managing user support operations, ensuring timely and effective issue resolution, and maintaining high levels of customer satisfaction across all FLETC locations.

RESPONSIBILITIES 

• Administer, configure, and maintain the FLETC IT Service Desk ticketing system or equivalent enterprise-level IT Service Management (ITSM) platform.
• Design and manage database schemas, data structures, and integrations to ensure referential integrity and accurate reporting across IT service modules.
• Oversee and optimize Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager to support efficient service delivery operations.
• Develop and maintain workflows, automation rules, and escalation paths that align with ITIL-based service management processes.
• Collaborate with IT leadership and Service Desk personnel to identify and implement process improvements for ticket management, asset tracking, and change control.
• Generate and analyze service performance reports, dashboards, and metrics to support operational decision-making and compliance.
• Ensure system security, data accuracy, and user access management in accordance with organizational and federal standards.
• Coordinate upgrades, patching, and configuration changes with minimal service disruption.
• Document technical configurations, procedures, and system architecture for operational continuity and knowledge transfer.
• Provide end-user training and support for ITSM modules and functionality.

QUALIFICATIONS

• Bachelor of Science in Information Systems, Computer Science, or related field preferred, or equivalent professional experience.
• Certification in administration and management of the Ivanti Service Desk system, or equivalent experience with similar enterprise ticketing systems.
• Extensive experience in database design and administration, including the development of schemas and data structures with strong referential integrity.
• Proven expertise with Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager.
• Strong understanding of ITIL-based service management frameworks and best practices.
• Experience developing workflows, reports, and automation within ITSM platforms.
• Excellent analytical, troubleshooting, and communication skills, with strong attention to detail.

WORK ENVIRONMENT AND PHYSICAL DEMANDS: Candidate must be able to function in general office environment.

ITC Federal and Creek Technologies are equal opportunity employers and do not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.