Service Desk Lead
Overview
DecisionPoint seeks a Senior Service Desk Lead to 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 Lead is responsible for workforce 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, ensuring timely handoff 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, ensuring timely resolution and accurate documentation.
- 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 platform’s 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)
Bachelor’s degree in Information Technology, Information Systems, Business Administration, or a related field.
Experience (Required)
- Minimum 10 years of 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)
- Proficiency with 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:
- ITIL v4 Foundation
Preferred:
- HDI Support Center Manager (HDI-SCM)
- Project+ or PMP
- CompTIA Security+
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