IT Service Desk Ticketing System Administrator

Responsibilities

Kforce has a client in Artesia, NM that is seeking an IT Service Desk Ticketing System Administrator responsible for the configuration, administration, and optimization of the enterprise IT Service Desk management platform. This role ensures reliable and efficient operation of all Service Desk-related systems, including Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager. The ideal candidate will combine technical expertise in IT service management tools with a strong understanding of database architecture, data integrity, and ITIL-aligned service workflows. This position plays a key role in maintaining system performance, data accuracy, and user experience for enterprise-wide Service Desk operations. Primary Responsibilities:

• Administer, configure, and maintain the Ivanti Service Manager platform to support incident, problem, change, and asset management workflows
• Manage Ivanti Voice Server, Asset Manager, and Change Manager components to ensure seamless Service Desk operations
• Design, maintain, and optimize data schemas and database structures within the ticketing system to ensure consistency and referential integrity
• Develop and implement dashboards, reports, and analytics to support operational visibility, performance tracking, and SLA management
• Customize and enhance ticketing workflows, forms, and automations to align with evolving business and ITIL process requirements
• Collaborate with Service Desk Leads, Network and Systems Engineers, and management teams to integrate service management tools with other enterprise platforms
• Manage user accounts, permissions, and security controls to maintain compliance with DHS and organizational policies
• Troubleshoot system and data issues, performing root cause analysis and implementing corrective actions
• Coordinate upgrades, patches, and version migrations with minimal disruption to operations
  
  

Requirements

• Certification or equivalent verifiable experience in the administration and management of Ivanti IT Service Desk system or similar enterprise ticketing systems
• Extensive experience designing and administering databases, including data schema and relationship modeling that ensures referential integrity
• Hands-on experience with Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager (required)
• Strong understanding of ITIL-based service management processes (incident, change, problem, and asset management)
• Ability to develop custom dashboards, forms, workflows, and reporting functions within a Service Management platform
• Excellent analytical, documentation, and troubleshooting skills
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.