IT Service Desk Ticketing System Administrator

Overview

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 Headquarters – Glynco, GA; or other FLETC Training Delivery Points (TDPs) in Artesia, NM; Charleston, SC; or Cheltenham, MD (including the Washington, DC Office). Some services may be performed remotely. The place of performance will be dependent on the awarded proposal. 

POSITION TIMING: Contingent on Contract Award

ITC Federal, LLC (ITC) connects technology advancements in automation and AI, customer experience, and financial services to solve government mission challenges, enabling smoother operational efficiency and bolstering national security.  We leverage the latest technology innovations and proven approaches to better serve the mission and support the DHS, DOJ, and DoW workforce, customers, and programs, regardless of scale or complexity. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

Program Overview:

The Federal Law Enforcement Training Centers (FLETC), part 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 training delivery points in Artesia, New Mexico; Charleston, South Carolina; and Cheltenham, Maryland, FLETC’s mission depends on secure, stable, and modern IT infrastructure.

This program delivers comprehensive Information Technology (IT) Delivery and Operations Support Services (DOSS) that ensure reliable and efficient IT performance across all FLETC locations. The IT Service Desk Ticketing System Administrator will play a key role in maintaining, enhancing, and supporting the Service Management and ticketing platforms that enable FLETC’s enterprise IT operations.

The IT Service Desk Ticketing System Administrator is responsible for the administration, configuration, and optimization of the FLETC IT Service Desk environment, ensuring effective service delivery and incident management across the organization.

This position is ideal for an experienced IT professional with deep expertise in Ivanti Service Manager and related Ivanti modules, as well as a strong background in database design, system integration, and IT service management processes.

The administrator will work closely with IT leadership, support teams, and system owners to design efficient workflows, maintain data integrity, and implement enhancements that align with DHS and FLETC operational goals.

Responsibilities

RESPONSIBILITIES:

• Administer, configure, and maintain the Ivanti Service Manager platform and related systems, including Ivanti Voice Server, Asset Manager, and Change Manager.
• Design, develop, and maintain database schemas and data structures that support clear referential integrity and optimized performance.
• Configure and customize Service Desk modules to support incident, problem, change, and asset management processes.
• Implement workflows, automation, and reporting capabilities to enhance service delivery and user experience.
• Manage system integrations with other enterprise tools, directories, and databases to ensure seamless interoperability.
• Monitor system performance, troubleshoot issues, and ensure high availability and reliability of the ticketing environment.
• Maintain comprehensive documentation for system configuration, procedures, and data models.
• Collaborate with IT leadership to align Service Desk processes with ITIL and DHS/FLETC standards.
• Support user training, permissions management, and service catalog administration within the Ivanti environment.

Qualifications

REQUIRED:

• Extensive hands-on experience designing and administering Ivanti Service Manager, Ivanti Voice Server, Ivanti Asset Manager, and Ivanti Change Manager.
• Proven experience designing and maintaining database schemas and structures with strong referential integrity.
• Deep understanding of IT Service Management (ITSM) principles, including incident, problem, change, and asset management.
• Strong analytical and troubleshooting skills with attention to detail and accuracy.
• Ability to collaborate effectively with cross-functional IT teams and communicate complex concepts clearly.
• Ability to obtain and maintain a Public Trust security clearance.

DESIRED:

• Experience developing automation scripts or integrations using Ivanti APIs, PowerShell, or related technologies.
• Familiarity with Microsoft SQL Server or other relational database management systems.
• ITIL certification or demonstrated experience applying ITIL-based processes.
• Experience supporting enterprise-level Service Desk systems within federal or large-scale environments.
• Excellent documentation, communication, and customer service skills.

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

ITC Federal is an equal opportunity employer and will 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.