Service Desk Lead (Senior)

Key Tasks & Responsibilities

• Lead day-to-day service-desk operations and manage incident, service-request, access-request, and problem queues across support tiers.
• Develop staffing schedules, shift coverage, workload assignments, and escalation rosters to meet established support hours and 24/7/365 requirements, including after-hours escalation.
• Monitor queue volumes, backlogs, response and resolution times, reassignment and reopen rates; identify tickets at risk of missing service levels; and lead daily queue reviews and shift handoffs.
• Coordinate priority and VIP support, ensuring clear ownership, timely escalation, and status through dashboards, email, or briefings.
• Prepare service notifications, outage messages, and maintenance communications for review and release through the Government Service Desk Branch Chief.
• Serve as primary operational liaison among service-desk personnel, the Branch Chief, ITSM process owners, and technical teams, and coordinate resolution of escalated incidents.
• Use ServiceNow to manage queues, assignments, dashboards, reports, and knowledge, ensuring tickets are accurately categorized, documented, validated with customers, and properly closed.
• Review recurring incidents, initiate or recommend problem records, and coordinate known errors and workarounds in the Known Error Database.
• Oversee development, review, and maintenance of knowledge articles, and conduct quality reviews of tickets, communications, and customer interactions.
• Track customer satisfaction, analyze trends, and recommend technical, procedural, staffing, training, knowledge, and ServiceNow automation improvements.
• Produce operational reports and dashboards, and provide inputs to Monthly Status Reports and Daily System Status Reports.
• Maintain service-desk procedures, escalation matrices, staffing plans, and templates, and mentor service-desk personnel.

Education & Experience

Required:

Associate’s or bachelor’s degree in Information Technology or a related field.

Minimum of six (6) years of relevant experience in enterprise IT support, service-desk operations, end-user support, or a related environment.

Experience coordinating service-desk operations, including ticket queues, technician assignments, escalations, and schedules, using ServiceNow.

Experience supporting incident, request, problem, knowledge, or service-level management, and analyzing operational data to identify trends.

Strong leadership, written and verbal communication, and customer-service skills, including communication during priority incidents.

Preferred:

• Experience leading a multi-tier federal or DoD service desk in a 24/7/365 environment supporting geographically dispersed users.
• Experience managing VIP or executive-level technical support.
• Experience developing ServiceNow reports, dashboards, workflows, or queue-management views.
• Experience with knowledge management, Known Error Database practices, ticket-quality reviews, and technician coaching.
• Experience supporting major incidents, outage communications, and root-cause analysis.

Certifications

• Required: None.
• Preferred: CompTIA A+, ITIL 4 Foundation (and additional ITIL practice training), or ServiceNow Certified System Administrator.

Security Clearance

• Active Secret clearance or higher is required.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Work Environment / Travel:

• Remote position; Chicago, IL–area candidates preferred.
• Participation in after-hours escalation and operational-support coverage may be required.

Administrative Notes:

Period of Performance: March 1, 2027 – February 28, 2033

Contract Start Date: March 1, 2027

Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid.