Service Desk Lead

DecisionPoint seeks a Senior Service Desk Lead to oversee enterprise help desk operations supporting a large federal and DoD-aligned mission environment. The Service Desk Lead is responsible for workforce scheduling, queue management, ticket quality assurance, customer satisfaction metrics, incident trend analysis, and continuous improvement initiatives.

Requirements

• 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.

Benefits

• Paid Time Off
• Retirement Plan
• 401k Matching