Service Desk Lead
CSV-Taurean, Alexandria, VA, United States
Location
Alexandria, VA
Clearance Secret
Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices.
Responsibilities
Direct daily Service Desk operations and ensure SLAs are achieved.
Manage incident, problem, and request fulfillment using ServiceNow.
Supervise technical personnel: scheduling, training, coaching, performance management.
Maintain and update knowledge bases and SOPs.
Conduct customer satisfaction reporting.
Minimum Requirements
Bachelor's degree in computer science, information systems, information technology, or business.
9+ years of helpdesk/desktop support experience.
3+ years of managing technical staff.
2+ years of ServiceNow and Microsoft 365 use in production.
Tier II Service Desk Equivalent certification.
Active Secret clearance.
Tools & Platforms ServiceNow ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones.
Core Competencies Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.
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Clearance Secret
Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices.
Responsibilities
Direct daily Service Desk operations and ensure SLAs are achieved.
Manage incident, problem, and request fulfillment using ServiceNow.
Supervise technical personnel: scheduling, training, coaching, performance management.
Maintain and update knowledge bases and SOPs.
Conduct customer satisfaction reporting.
Minimum Requirements
Bachelor's degree in computer science, information systems, information technology, or business.
9+ years of helpdesk/desktop support experience.
3+ years of managing technical staff.
2+ years of ServiceNow and Microsoft 365 use in production.
Tier II Service Desk Equivalent certification.
Active Secret clearance.
Tools & Platforms ServiceNow ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones.
Core Competencies Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.
#J-18808-Ljbffr