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IT Request Fulfillment Lead

United States, Arlington 56680.00 - 122250.00 USD / Year · Job Posted March 19, 2026
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Job Description

The Request Fulfillment Lead is responsible for overseeing a team dedicated to responding to customer requests for hardware, software, and IT assistance, ensuring timely and accurate service delivery that meets organizational standards and enhances the customer experience.

Job Responsibility

  • Oversee the request fulfillment process for hardware, software, and IT assistance requests.
  • Manage the end-to-end lifecycle of requests, ensuring compliance with SLAs and organizational standards.
  • Lead and mentor team members, providing training and resources to support high-quality service delivery.
  • Collaborate with IT teams and stakeholders to improve workflows and enhance customer experience.
  • Identify and implement process improvements to reduce response times and increase efficiency.
  • Maintain detailed records and generate performance reports to monitor trends and optimize resource allocation.
  • Foster a culture of accountability, collaboration, and continuous improvement within the team.

Requirements

  • Minimum 4 years' experience with the role/responsibilities listed above
  • Ability to obtain a Public Trust

Nice to have

  • Knowledge of ITIL principles and best practices.
  • Familiarity with performance metrics and operational KPIs in IT environments.
  • Bachelor's degree

What we offer

  • medical, dental, and vision insurance with an employer contribution
  • flexible spending or health savings account
  • life and AD&D insurance
  • short and long term disability coverage
  • paid time off
  • employee assistance
  • participation in a 401k program with company match

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