Service Desk Team Lead (Day Shift)

DecisionPoint is seeking an experienced Service Desk Team Lead to support the Department of Homeland Security (DHS), Cybersecurity and Infrastructure Security Agency (CISA), Technology Operations Center (TOC) in Arlington, Virginia.

The TOC Service Desk provides first-line IT support for the CISA environment, responding to incidents and service requests related to software installation, upgrades, account management, desktop support, and system applications.

This role provides operational support to the Service Desk Manager by overseeing daily Service Desk operations, mentoring analysts, resolving escalated technical issues, and ensuring ticket queues, service level agreements (SLAs), and customer satisfaction goals are consistently achieved.

This position is primarily onsite in Arlington, VA, with the possibility of a hybrid schedule on an occasional, as-needed basis.

• Support daily Service Desk operations by coordinating team activities, monitoring ticket queues, prioritizing workloads, and ensuring compliance with service standards and response times.
• Oversee ticket queue management to ensure incidents and service requests are addressed and resolved promptly.
• Analyze ticket trends and identify opportunities to improve service delivery and operational efficiency.
• Serve as an escalation point for complex technical issues, providing advanced troubleshooting and resolution support.
• Collect, analyze, and report Service Desk performance metrics on an hourly, daily and weekly basis.
• Mentor and support Service Desk staff through onboarding, training, coaching, and professional development.
• Conduct quality assurance reviews of tickets and call interactions to ensure compliance with established standards.
• Assist in developing and maintaining Service Desk procedures, knowledge base articles, and operational documentation.
• Collaborate with leadership to implement process improvements that enhance team performance and customer satisfaction.

• Bachelor’s degree or equivalent experience with a m inimum of 5 years of IT experience.
• Proven leadership experience in a fast-paced Service Desk or IT support environment.
• Strong customer service and communication skills, including support of VIPs and senior government officials.
• Strong analytical, problem-solving, and troubleshooting skills.
• Experience with ticketing systems, incident management, request fulfillment, and SLA-driven environments.
• Experience tracking Service Desk metrics and preparing management reports.
• Advanced Microsoft Excel skills.
• Ability to create and maintain procedures, work instructions, and knowledge base content.
• Self-motivated with the ability to work independently and collaboratively.
• Excellent verbal, written, and phone communication skills.
• Ability to manage multiple priorities while maintaining professionalism under pressure.

Desired Qualifications

• Strong attention to detail and organizational skills.
• Excellent analytical and problem-solving abilities.
• Ability to work effectively both independently and as part of a team.
• Professional demeanor and appearance.
• Strong time management and prioritization skills.
• Knowledge of ITIL v4 and HDI best practices.
• Experience leading, mentoring, and developing technical support teams.
• Solid understanding of IT service management principles.
• Demonstrated ability to coach and guide team members.
• Proven track record of delivering exceptional customer service and handling challenging situations with professionalism and empathy.
• Ability to make sound decisions independently.

Preferred

• ITIL v4 and/or HDI certifications.
• Federal Government IT support experience.