Service Desk Lead (Senior)

Overview

DecisionPoint seeks a Service Desk Lead to manage daily service-desk operations for the USMEPCOM ENLIST program. This position oversees ticket queues, staffing schedules, escalations, VIP support, service quality, knowledge practices, problem trends, and operational communications.

The Service Desk Lead ensures that incidents and requests are properly received, prioritized, assigned, tracked, escalated, resolved, and documented across all support tiers. The Lead works closely with the Government Service Desk Branch Chief and prepares communications, status information, and recommendations for release through Government-approved channels.

This position also coordinates with Task 2 IT Service Management process owners to align service-desk activities with incident, request, problem, knowledge, access, change, configuration, service-level, and continual-improvement processes. The Service Desk Lead uses ServiceNow data to monitor performance, identify recurring issues, manage workload, and recommend improvements to service quality and customer experience.

This position is remote, with Chicago-area candidates preferred. Participation in after-hours escalation and operational-support coverage may be required.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

Duties & Responsibilities

The Service Desk Lead will:

• Lead day-to-day service-desk operations across the USMEPCOM enterprise.

• Manage incident, service-request, access-request, and problem ticket queues across applicable support tiers.

• Monitor ticket intake, prioritization, assignment, aging, escalation, resolution, and closure.

• Develop and maintain staffing schedules, shift coverage, workload assignments, and escalation rosters.

• Ensure adequate service-desk coverage for established support hours and 24/7/365 operational requirements.

• Coordinate after-hours support and escalation coverage for mission-impacting incidents.

• Assign work based on incident priority, technician qualifications, availability, workload, and service-level commitments.

• Monitor queue volumes, backlogs, response times, resolution times, reassignment rates, reopen rates, and other service-quality measures.

• Identify tickets at risk of missing service-level targets and coordinate corrective or escalation actions.

• Lead daily queue reviews, shift handoffs, operational briefings, and workload-balancing activities.

• Coordinate priority and VIP support and provide status through dashboards, email updates, or in-person briefings as required.

• Ensure VIP incidents and requests receive timely attention, clear ownership, appropriate escalation, and professional communication.

• Prepare service notifications, outage messages, planned-maintenance communications, and customer updates for review and release through the Government Service Desk Branch Chief.

• Ensure contractor personnel follow Government-approved communication and escalation procedures.

• Serve as the primary operational liaison between service-desk personnel, the Government Service Desk Branch Chief, Task 2 process owners, and technical support teams.

• Coordinate with field support, engineering, cybersecurity, application, network, system-administration, and vendor teams to resolve escalated incidents.

• Coordinate service-desk activities with incident, request, problem, knowledge, access, change, configuration, service-level, and continual-improvement processes.

• Use ServiceNow to manage queues, assignments, escalations, dashboards, reports, knowledge articles, and operational records.

• Ensure tickets contain accurate categorization, prioritization, assignment, troubleshooting notes, customer communications, resolution details, and closure codes.

• Confirm that resolved incidents and requests are validated with customers and properly closed.

• Review escalated and recurring incidents to identify patterns, known errors, emerging risks, and potential service problems.

• Initiate or recommend problem records when incident frequency, impact, or complexity warrants formal analysis.

• Support problem-management activities by gathering incident history, technical evidence, business impact, workarounds, and resolution data.

• Coordinate with problem owners to document known errors, workarounds, and approved solutions in the Known Error Database or knowledge repository.

• Oversee the development, review, approval, publication, and maintenance of service-desk knowledge articles.

• Ensure technicians use approved knowledge content and provide feedback when articles are incomplete, inaccurate, or obsolete.

• Conduct quality reviews of tickets, communications, knowledge articles, and customer interactions.

• Develop coaching and corrective actions to address documentation, process, technical, or customer-service deficiencies.

• Track customer satisfaction and recommend improvements to service delivery and user communications.

• Analyze incident and request trends and provide recommendations for technical, procedural, staffing, training, or knowledge improvements.

• Produce operational reports and dashboards covering ticket volume, backlog, service levels, VIP support, escalations, recurring incidents, and service quality.

• Provide service-desk statistics, accomplishments, risks, issues, trends, and corrective actions for Monthly Status Reports and program reviews.

• Support Daily System Status Reports with current incident, event, outage, and operational information.

• Maintain service-desk procedures, escalation matrices, staffing plans, shift-handoff checklists, communication templates, and operating guides.

• Support service-desk readiness for transitions, releases, maintenance activities, major events, and operational changes.

• Mentor service-desk personnel and provide guidance on troubleshooting, ticket management, escalation, documentation, and customer communication.

• Recommend automation, workflow, dashboard, knowledge, and reporting improvements within ServiceNow.

• Perform other service-desk leadership duties necessary to maintain reliable enterprise IT support.

Qualifications

Required Qualifications

Candidates must meet all of the following requirements:

• Active Secret clearance or higher.

• Associate's or bachelor's degree in information technology or a related field.

• Minimum of six years of relevant experience in enterprise IT support, service-desk operations, end-user support, or a related technical environment.

• Experience coordinating service-desk operations.

• Experience using ServiceNow.

• Experience managing ticket queues, technician assignments, escalations, or operational-support schedules.

• Experience supporting incident, request, problem, knowledge, or service-level management processes.

• Ability to analyze operational data and identify ticket, service-quality, workload, and problem trends.

• Ability to prepare clear operational reports, customer communications, dashboards, and leadership updates.

• Strong written and verbal communication skills, including experience communicating during priority incidents.

• Strong leadership, customer-service, organizational, and problem-solving abilities.

• Ability to support after-hours escalations or operational events when required.

Preferred Qualifications

The following qualifications are preferred but are not required:

• CompTIA A+ certification.

• ITIL v4 Foundation certification.

• Additional ITIL practice-management or service-management training.

• ServiceNow Certified System Administrator certification.

• Experience supporting federal or Department of Defense service-desk operations.

• Experience leading a multi-tier enterprise service desk in a 24/7/365 environment.

• Experience coordinating support for geographically dispersed users and remote locations.

• Experience managing VIP or executive-level technical support.

• Experience developing ServiceNow reports, dashboards, workflows, or queue-management views.

• Experience with knowledge management and Known Error Database practices.

• Experience conducting ticket-quality reviews and developing technician coaching plans.

• Experience supporting major incidents, outage communications, root-cause analysis, and corrective actions.

• Familiarity with ITIL incident, request, problem, knowledge, access, change, configuration, service-level, and continual-improvement practices.

Skills and Competencies

• Service-desk operations leadership.

• Queue, schedule, workload, and escalation management.

• ServiceNow ticketing, reporting, and dashboard capabilities.

• Incident, request, problem, and knowledge management.

• Service-level monitoring and performance analysis.

• VIP and priority customer support.

• Clear and audience-appropriate operational communication.

• Customer-service quality and continuous improvement.

• Technician mentoring, coaching, and performance feedback.

• Strong analytical and problem-solving abilities.

• Ability to remain organized during high-volume or mission-impacting events.

• High attention to detail and consistent follow-through.