Service Desk Lead

SCOPE: Serves as a Service Desk Lead on a major IT services contract for the U.S. Army. Lead high-touch enterprise support for the user community, combining disciplined ITIL service operations, people leadership, technical troubleshooting, data-driven performance management and exceptional mission-user engagement., * Lead Tier 1/Tier 2 intake, prioritization, troubleshooting, escalation, closure and knowledge capture.

• Own first-contact resolution, MTTR, aging, reopen rate, backlog, escalation and customer-satisfaction metrics.
• Provide workforce scheduling, queue balancing, coaching and quality review.
• Coordinate complex incidents across server, network, cyber, applications, database, VTC/AV and vendors.
• Establish VIP/executive support and major-incident communications.
• Convert recurring incidents into problem records, knowledge, self-service or automation.
• Use ticket and endpoint data to identify patterns and improve reliability.
• Produce performance metrics and CDRL inputs for Government leadership.
• Maintain surge and after-hours coverage.

• 7+ years enterprise service desk/end-user support with progressive leadership.
• Experience managing Tier 1/Tier 2 and SLA-driven operations.
• Strong ITIL incident, request, problem, knowledge, change and service-level management.
• Excellent customer-facing, escalation, coaching and written communication.
• DoD/Army secure-enterprise support experience.
• Ability to obtain and maintain required clearance/access.

PREFERRED/HIGHLY DESIRED:

• ITIL 4 Foundation or higher.
• ServiceNow or comparable ITSM platform.
• MECM/SCCM/Intune, M365/Teams/SharePoint and VTC/AV support.
• HDI credentials and Redstone Arsenal experience.

SECURITY CLEARANCE: Active DoD Secret Clearance

BENEFITS: We designed our employee benefits program around the goal of improving the quality of life for each employee. We offer some of the most competitive benefits in the industry to include Medical, Dental, Vision, and Life Insurances; Short- and Long-Term Disability; Paid Leave, Holidays, Bereavement, Military, and Jury Duty; 401(k) Retirement Plan, Flexible Spending Account, Dependent Care, Health Savings Account, Tuition/Training Assistance, and Referral Bonuses.