{"id":3186381,"url":"https://alion.io/job/ltm-engineer-cloud-infra-management-7","title":"Engineer - Cloud & Infra Management","company":{"id":9353,"name":"LTM","domain":"ltm.com","url":"https://alion.io/company/ltm","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"RippleHire","truth_index":{"grade":"B","score":77,"open_postings":169,"ghost_share":0,"stale_share":0.917,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Backend","role_family":"Backend","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Scottsdale, United 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responsible for managing daytoday service desk operations and ensuring consistent delivery of highquality enduser support across phone chat email selfservice and walkin channels The role drives SLA compliance customer experience operational discipline team productivity escalation handling knowledge management and continuous service improvement\nKey Responsibilities\nService Desk Operations\nManage daily Service Desk operations across voice chat and selfservice support channels\nEnsure incidents and service requests are logged categorized prioritized assigned and resolved within agreed SLA targets\nMonitor ticket queues workload distribution aging tickets breached tickets and backlog trends\nDrive firstcall resolution reduce repeat contacts and improve overall user experience\nEnsure adherence to ITIL processes standard operating procedures and clientspecific support guidelines\nTeam Leadership\nLead mentor and coach Service Desk analysts and engineers to improve technical capability and service behavior\nConduct daily huddles oneonone discussions quality feedback sessions and performance reviews\nManage shift schedules leave planning roster coverage and resource allocation\nSupport recruitment onboarding knowledge transfer and readiness tracking for new team members\nBuild a culture of accountability urgency collaboration and customerfirst service delivery\nIncident and Major Incident Management\nAct as the first point of operational escalation for highpriority or aged tickets\nCoordinate with resolver groups during priority incidents and support bridge call operations as required\nEnsure timely stakeholder communication as needed during major incidents service interruptions and escalations\nParticipate in incident reviews RCA discussions and action tracking for recurring issues\nReporting and Governance\nPrepare daily weekly and monthly operational reports covering SLA volume aging backlog quality and CSAT trends\nParticipate in service reviews governance meetings and operational performance discussions\nHighlight risks dependencies staffing constraints process gaps and service improvement actions\nTrack operational actions to closure and provide timely status updates to leadership and stakeholders\nKnowledge and Continuous Improvement\nEnsure knowledge articles SOPs runbooks and troubleshooting guides are created reviewed and kept current\nDrive shiftleft opportunities by improving knowledge usage selfservice adoption and automation readiness\nIdentify process optimization opportunities to improve productivity reduce AHT and enhance resolution quality\nSupport implementation of virtual agent chatbot AI assist and automation initiatives where applicable\nRequired Skills and Experience\nCategoryRequirements\nTechnical SkillsStrong knowledge of Windows OS Microsoft 365 Active Directory VPN Citrix VDI Exchange Online Teams endpoint support and basic network troubleshooting\nITSM ToolsHandson experience with ServiceNow Ticketing Tool\nProcess KnowledgeWorking knowledge of Incident Request Problem Change Escalation and Knowledge Management processes\nLeadership SkillsTeam management coaching escalation handling decisionmaking under pressure stakeholder communication and service ownership\nExperience6 to 10 years of IT support experience including 3 to 4 years in a Service Desk Lead Team Lead role supporting enterprise users\nPreferred Certifications\nITIL Foundation ITIL 4\nMicrosoft 365 Fundamentals MS900\nPMP or PRINCE2 Foundation preferred\nLeadership Expectations\nThe Service Desk Lead is expected to demonstrate ownership urgency empathy and operational rigor The role should proactively identify service risks coach the team toward better outcomes improve service maturity and ensure service delivery remains aligned with client expectations and business 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