Senior Service Desk Lead
Full-time
Mid
Description
A company is looking for a Service Desk Lead to oversee enterprise help desk operations in a federal and DoD-aligned mission environment.
Key Responsibilities
Oversee daily service desk operations and ensure high-quality user support
Manage workforce scheduling, workload distribution, and queue management
Conduct ticket quality reviews and produce service desk performance reports
Required Qualifications
Bachelor's degree in Information Technology, Information Systems, Business Administration, or a related field
Minimum 10 years of experience in service desk, IT support, or IT operations roles
Experience leading enterprise service desk teams in federal or DoD environments
Proficiency with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management
Active Top Secret clearance supported by a Tier 5 background investigation
Key Responsibilities
Oversee daily service desk operations and ensure high-quality user support
Manage workforce scheduling, workload distribution, and queue management
Conduct ticket quality reviews and produce service desk performance reports
Required Qualifications
Bachelor's degree in Information Technology, Information Systems, Business Administration, or a related field
Minimum 10 years of experience in service desk, IT support, or IT operations roles
Experience leading enterprise service desk teams in federal or DoD environments
Proficiency with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management
Active Top Secret clearance supported by a Tier 5 background investigation