Senior Service Desk Lead

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