Service Desk Reporting Specialist

Quick Facts

• Role: Service Desk Reporting Specialist
• Location: Washington, DC (Hybrid ~60% onsite)
• Duration: Long-term contract
• Clearance: Public Trust Interim

Description

You will take full ownership of operational, performance, and SLA reporting for the service desk, acting as the strategic lead for related initiatives. The role includes building robust reporting frameworks, managing both ad-hoc and scheduled reports, and maintaining enterprise dashboards, synthetic monitoring alerts, and performance visualizations. You will write and optimize complex SQL, analyze large datasets, and ensure reporting data integrity and quality.

Responsibilities

• Own the end-to-end operational reporting lifecycle (request standards, prioritization, and ad-hoc/scheduled report pipeline)
• Architect and maintain enterprise dashboards, synthetic monitoring alerts, and performance visualizations
• Write, optimize, and execute complex SQL queries and data analysis scripts to extract system, incident, and transactional data
• Collaborate with service desk leadership and clients to define and refine KPIs and SLAs
• Analyze trends to identify recurring bottlenecks, incident spikes, and processing delays; translate results into executive-ready narratives and presentations
• Define procedures to audit and clean data interfaces; optimize workflows and automate manual data collection
• Synthesize disparate data points into cohesive trend lines, forecasting metrics, and performance narratives for technical and non-technical stakeholders
• Manage the reporting request queue, define scopes, and direct reporting initiatives with minimal supervision

Requirements

• College degree
• 3–5 years experience with Salesforce platform
• 3–5 years experience with Oracle SQL
• 3–5 years experience with Splunk
• 3–5 years experience in data analysis and interpretation
• 3–5 years experience with BI reporting
• Hybrid work in Washington, DC (~60% onsite)
• Work authorization (US and dual citizens)
• Public Trust Interim clearance required