IT Service Desk Systems Administrator

Company Overview

At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com

Summary

The IT Service Desk Ticketing System Administrator serves as the technical authority responsible for the administration, configuration, and optimization of the IT Service Desk Ticketing System environment supporting the Federal Law Enforcement Training Centers (FLETC) or equivalent enterprise IT operations.

This role ensures the reliability, functionality, and performance of the Ivanti Service Management ecosystem-including Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager-while maintaining strong data integrity, configuration control, and alignment with ITIL-based service management best practices.

The Administrator will collaborate closely with Service Desk leadership, IT operations teams, and enterprise stakeholders to enhance service delivery, automate workflows, and improve end-user satisfaction through efficient ITSM processes.

Responsibilities

System Administration & Configuration

• Administer and manage the Ivanti IT Service Management (ITSM) suite, including Service Manager, Voice Server, Asset Manager, and Change Manager.
• Maintain and configure the ticketing system to support ITIL-aligned processes for Incident, Problem, Request, Asset, and Change Management.
• Perform system maintenance, upgrades, and patching in coordination with vendor and IT support teams.
• Configure business rules, workflows, forms, dashboards, and reports to meet operational and reporting requirements.
• Ensure high system availability, data accuracy, and proper access control for all ITSM modules.

Database Design & Data Integrity

• Design and manage database schemas, data structures, and relationships within the Ivanti platform to ensure referential integrity and consistent data flow across ITSM components.
• Monitor and maintain database performance, optimizing queries, indexes, and data storage as needed.
• Support the integration of Ivanti systems with enterprise directories (e.g., Active Directory), inventory systems, and other IT management platforms.
• Develop and maintain data models, mappings, and documentation for all ITSM-related databases.

Service Desk Support & Enhancement

• Collaborate with the Service Desk Lead and IT leadership to define and refine ticket categorization, prioritization, and escalation workflows.
• Develop and maintain automated notification and routing rules to enhance response and resolution times.
• Monitor system utilization and incident trends to identify opportunities for workflow improvement or automation.

Reporting & Analytics

• Design and generate custom reports and dashboards to track Service Desk performance metrics such as ticket volume, resolution time, SLA compliance, and customer satisfaction.
• Provide executive-level summaries and trend analyses to support data-driven decision-making.
• Maintain audit logs, historical data, and documentation to support compliance and performance reporting requirements.

Collaboration & Change Management

• Coordinate with IT managers, developers, and engineers to implement approved changes in the ITSM environment.
• Review and process Change Requests in alignment with governance standards and Infrastructure Change Control Board (ICCB) processes.
• Collaborate with vendors and internal teams to troubleshoot technical issues, perform root cause analyses, and implement sustainable solutions.
• Participate in Service Desk strategy and improvement initiatives to align IT operations with organizational goals.

Qualifications

• At least 4 years of ticketing system management experience in a large IT services environment
• Certified in the administration and management of the FLETC IT Service Desk system, or equivalent verifiable hands-on experience.
• Extensive experience in database design and administration, including creating data schemas and structures with strong referential integrity.
• Proficiency in the administration, configuration, and optimization of:
• Ivanti Service Manager (ISM)
• Ivanti Voice Server
• Ivanti Asset Manager
• Ivanti Change Manager
• Strong understanding of ITIL-based Service Management processes and how they are implemented in ITSM platforms.
• Experience managing system configurations, workflows, and data migrations in a multi-tier ITSM environment.

• Must be able to pass the DHS law enforcement background check.

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Professional certifications such as:
• ITIL Foundation or Intermediate Certification
• HDI Support Center Analyst / Manager
• Ivanti Certified Administrator or Engineer
• Experience supporting federal or DoD IT environments, especially involving multi-site or distributed Service Desk operations.

EEO Statement

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.