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DecisionPoint
Service Desk Lead
Consulting
Senior
ServiceNow Role Type:
Support Specialist
ServiceNow Modules:
Change Management
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
October 17, 2023
DecisionPoint is seeking a Service Desk Lead to oversee Tier 1–3 IT support operations for a secure defense program. This role involves managing daily service delivery, ensuring security, and achieving compliance with DoD policies and SLAs. The position is fully remote and requires experience with service desk tools and training.
Requirements
- Hold an active Secret clearance
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- Minimum 7 years of experience in IT service delivery or technical support
- 3+ years of leadership experience
- Experience managing service desk tools and workflows
- Knowledge of IT service management (ITSM) frameworks and SLA-driven operations
- Strong understanding of incident, problem, and change management
- Experience with ServiceNow, BMC Remedy, Jira Service Management or equivalent platforms
Benefits
- Competitive salary
Requirements Summary
Secret clearance required. Bachelor’s degree in IT or related field. 7+ years of IT support experience with leadership. Experience managing service desk tools & workflows
