Service Desk Lead

The Service Desk Lead serves as the primary lead for the Federal Government Agency’s small IT Service Desk and is accountable for the end-to-end lifecycle of all IT Incidents and Problems across the agency’s global network. This individual ensures that all service desk activities align with ITIL 4 best practices and the Agency’s established SLAs and KPIs, fostering a customer-centric culture that prioritizes rapid, high-quality resolution. Supervises 5 Service Desk Technicians., Incident & Problem Management

• Serve as the primary point of contact for all Tier 1-3 escalations; own the full incident lifecycle from detection through resolution and root-cause closure.
• Initiate Problem Records for any Priority 1 or Priority 2 Major Incident and for recurring trend incidents; lead or oversee Root Cause Analysis (RCA) documentation.
• Maintain the Known Error Database (KEDB) and ensure all Problem Records include a documented root cause, applicable workaround, and closure notes.
• Provide daily mid-day status reports to the CIO identifying the top three active issues, including associated ticket numbers, affected users, and current resolution status.

Service Desk Operations

• Oversee the receipt and triage of incidents submitted via phone, email, walk-in, and self-service portal, ensuring all requests are documented in the ITSM ticketing system at the point of contact.
• Monitor SLA compliance across all priority tiers (P1: 15-min response / 4-hr resolution; P2: 1-hr / 8-hr; P3: 4-hr / 24-hr; P4: 8-hr / 72-hr) and implement corrective actions as needed.
• Direct and coordinate Tier 1 and Tier 2 technician workflow, scheduling, and load balancing across the Agency, Ross, Portals, and Shapell Center locations.
• Champion an onsite-first service orientation, ensuring that all resolvable tickets are handled by onsite technicians before remote resolution is attempted.
• Manage user account provisioning and deprovisioning in Active Directory, including new hire setup, monthly inactivity reconciliation, and security group management.

ITSM Platform Support

• Administer the dedicated, cloud-based ITSM instance (e.g., ServiceNow, BMC Helix or similar), maintaining logical isolation from other client environments per Agency data sovereignty requirements.
• Develop and continuously improve the Service Catalog, Self-Service Portal (including account unlock, password reset, and OTP token capabilities), and Knowledge Base.
• Conduct and document customer quality assurance surveys on all closed tickets; analyze results and implement service improvement actions.

Reporting & Continuous Improvement

• Prepare and deliver Weekly Action Tracking Reports grouping change requests by completion and pending status, including initiated dates, assigned technician, target and actual completion dates.
• Produce Monthly Status Reports covering workload statistics, staffing changes, significant problems, graphical trend comparisons (current month vs. YTD vs. prior year), and proactive recommendations.
• Deliver an annual Trend Analysis Report at the conclusion of each contract year, presenting graphs and narratives on contact volumes, problem categories, and infrastructure improvement recommendations.
• Coordinate with the Agency Technical Monitor (TM) on all change requests, ensuring technical accuracy review prior to Change Control Board (CCB) submission.

Do you have experience in macOS support?, * ITIL 4 Foundation Certification - Required

• Minimum 5 years of progressively responsible IT service desk or IT operations management experience, including at least 2 years in a supervisory or lead capacity.
• Demonstrated experience managing a service desk supporting 700+ end users across multiple physical locations.
• Proficiency with enterprise-grade ITSM platforms (ServiceNow, BMC Helix, or equivalent), including workflow configuration and reporting.
• Strong working knowledge of Active Directory user/group management, including provisioning, deprovisioning, and inactivity auditing.
• Experience developing and managing SLA frameworks, KPIs, and performance dashboards in a government or enterprise environment.
• Excellent verbal and written communication skills; demonstrated ability to present technical status updates to executive-level stakeholders.
• Must be eligible for and obtain a Public Trust background check.

PREFERRED QUALIFICATIONS

• Experience supporting federal government or nonprofit cultural institution IT environments.
• HDI Support Center Manager (HDI-SCM) or equivalent industry certification., * Service Desk Lead/Supervisor: 5 years (Required)
• Windows: 5 years (Required)
• Apple MAC: 3 years (Required)
• End User Environment Troubleshooting: 5 years (Required)

License/Certification:

• ITIL 4 Foundation Certification (Required)

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Life insurance, * 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance