{"id":77126,"url":"https://alion.io/job/ardent-service-desk-lead","title":"Service Desk Lead","company":{"id":14566,"name":"Ardent","domain":"ardentmc.com","url":"https://alion.io/company/ardent","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":92,"open_postings":8,"ghost_share":0,"stale_share":0.125,"repost_share":0,"time_to_fill_p50_days":95,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":91000,"max_usd":199000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":107},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Service Desk","optional":false},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-04-25T00:42:40Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-11-02T15:09:55Z","board_verified":true,"closed_at":null,"days_open":191,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":191},"description":"Ardent is seeking a Service Desk Lead to join our team. \nThis is an on-site position located in New York.\nPosition Description:\nArdent is seeking a Service Desk Lead to oversee day-to-day service desk operations, ensuring efficient delivery of end-user support services and maintaining high levels of system availability and user satisfaction. This role will provide leadership to service desk personnel, manage incident and request workflows, and ensure secure handling of enterprise systems and user access.\nResponsibilities and Duties:\nLead daily service desk operations, ensuring timely resolution of incidents and service requests.\nSupervise and support Service Desk Technicians, including task assignment, performance oversight, and escalation management.\nManage user account provisioning, identity and access management, and privileged access controls.\nOversee ticket management processes, ensuring accuracy, prioritization, and adherence to SLAs.\nMaintain and update system configurations, CMDB records, and asset tracking systems.\nEnsure proper handling of sensitive operational and financial data in accordance with security requirements.\nCoordinate with technical teams and stakeholders to resolve complex issues and improve service delivery.\nMonitor trends in incidents and requests, identifying root causes and implementing improvements.\nEnforce IT service management best practices and ensure compliance with contract and security requirements.\nSupport continuous improvement initiatives to enhance service desk performance and user experience.\nRequirements:\nBachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.\nMinimum of 5 years of experience in service desk or IT support roles, including leadership responsibilities.\nExperience managing service desk operations in an enterprise environment.\nStrong knowledge of incident management, ticketing systems, and IT service management processes.\nExperience with identity and access management, including privileged account administration.\nAbility to obtain a Tier 4 (High Risk Public Trust) background investigation.\nMust be eligible for and capable of receiving privileged, administrative, or configuration-level system access.\nPreferred Qualifications: \nExperience with ServiceNow or similar ITSM platforms.\nITIL Foundation or higher certification.\nExperience supporting federal or highly regulated environments.\nStrong understanding of CMDB, asset management, and configuration control processes.\nDue to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process prior to receiving system access. We highly encourage all Veterans and those with disabilities to apply.\nArdent is an equal opportunity employer. We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression, or any other basis protected by state, local, or federal law.","description_format":"text","description_chars":3267,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Geospatial Analytics","Digital Government","IT Consulting & Digital Transformation","Analytics & BI Consulting"],"lifecycle":[{"event":"open","at":"2026-04-25T00:42:40Z"}],"visa":[],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.608,"p_room":0.28,"age_days":191,"expected_fill_days":95,"reasons":["conf:3","urgency","win:tail","crowd:"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/ardent-service-desk-lead","json_url":"https://alion.io/job/ardent-service-desk-lead.json","meta":{"generated_at":"2026-11-02T15:17:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21182,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":14566},"rest":"https://alion.io/mcp/rest/get_company?id=14566"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fardent-service-desk-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fardent-service-desk-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fardent-service-desk-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ardent-service-desk-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fardent-service-desk-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":77126}},{"tool":"search_jobs","arguments":{"company":"ardentmc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":77126},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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