OverviewDecisionPointseeks a Senior Service DeskLeadto oversee enterprise help desk operations supporting a large federal and DoD-aligned mission environment. This role ensures daily operational excellence across Tier 1 and Tier 2 support teams, driving service quality, SLA adherence, escalation coordination, standard operating procedures, and performance reporting.
The Service Desk Leadis responsible forworkforce scheduling, queue management, ticket quality assurance, customer satisfaction metrics, incident trend analysis, and continuous improvement initiatives.This position serves as the operational leader for all help desk activities, ensuring a professional, responsive, and high-performing customer support experience.
This position is fully remote.
Duties & Responsibilities
The Service Desk Lead will:
- Oversee daily service desk operations and ensure consistent delivery of high-quality user support.
- Manage help desk workforce scheduling, workload distribution, and queue management across multiple shifts.
- Ensure compliance with established SLAs, KPIs, and customer satisfaction goals.
- Lead the escalation process, ensuringtimelyhandoff to Tier 2/3 teams and transparent communication with stakeholders.
- Conduct ticket quality reviews, trend analysis, and root cause identification for recurring issues.
- Maintain and enhance operational SOPs, troubleshooting guides, and knowledge base content.
- Produce weekly, monthly, and quarterly service desk performance reports for government stakeholders.
- Coordinate incident response activities, ensuringtimelyresolution andaccuratedocumentation.
- Manage onboarding and training of service desk staff, ensuring consistent performance and process adherence.
- Implement continuous improvement initiatives to enhance efficiency, customer experience, and service reliability.
- Oversee the ITSM platform99s operational usage and reporting functions.
- Collaborate with cybersecurity, infrastructure, and application teams on cross-functional support needs.
- Maintain awareness of emerging user issues, trending ticket categories, and potential operational risks.
Qualifications
Clearance Requirement
Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.
Education (Required)
Bachelor99s degree in Information Technology, Information Systems, Business Administration, ora relatedfield.
Experience (Required)
- Minimum10 yearsof experience in service desk, IT support, or IT operations roles.
- Experience leading enterprise service desk teams in federal, DoD, or similarly structured environments.
- Experience managing SLAs, KPIs, ticket queues, escalations, and service quality.
- Experience preparing performance reports and operational metrics for senior leadership.
- Experience developing SOPs, knowledge base content, and QA review processes.
Technical Knowledge (Required)
- Proficiencywith ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
- Strong understanding of ITIL v4 processes including incident, request, and problem management.
- Knowledge of secure IT support practices appropriate for high-security environments.
- Familiarity with remote support tools, troubleshooting methods, and user device support.
Technical Knowledge (Preferred)
- Experience supporting DoD information systems or IL5/IL6 environments.
- Familiarity with analytics tooling for SLA and KPI reporting.
- Experience with automation opportunities in service desk workflows.
Certifications
Required:
Preferred:
- HDI Support Center Manager (HDI-SCM)
Skills
- Strong leadership abilities with experience managing technical support teams.
- Excellent communication and customer service skills for engagement with end users and stakeholders.
- Strong analytical abilities for interpreting performance metrics and operational trends.
- High attention to detail with disciplined documentation and process management.
- Ability to manage a fast-paced operational environment with competing priorities.
