Service Desk Lead

Senior 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. This role ensures daily operational excellence across Tier 1 and Tier 2 support teams, driving service quality, SLA adherence, escalation coordination, standard operating procedures, and performance reporting.

The Service Desk Lead is responsible for workforce scheduling, queue management, ticket quality assurance, customer satisfaction metrics, incident trend analysis, and continuous improvement initiatives. This position serves as the operational leader for all help desk activities, ensuring a professional, responsive, and high-performing customer support experience.

This position is fully remote.

Duties & Responsibilities

The Service Desk Lead will:

• 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.

Qualifications

Clearance Requirement

Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.

Education (Required)

Bachelor's degree in Information Technology, Information Systems, Business Administration, or a related field.

Experience (Required)

• Minimum 10 years of experience in service desk, IT support, or IT operations roles.
• Experience leading enterprise service desk teams in federal, DoD, or similarly structured environments.
• Experience managing SLAs, KPIs, ticket queues, escalations, and service quality.
• Experience preparing performance reports and operational metrics for senior leadership.
• Experience developing SOPs, knowledge base content, and QA review processes.

Technical Knowledge (Required)

• Proficiency with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
• Strong understanding of ITIL v4 processes including incident, request, and problem management.
• Knowledge of secure IT support practices appropriate for high-security environments.
• Familiarity with remote support tools, troubleshooting methods, and user device support.

Technical Knowledge (Preferred)

• Experience supporting DoD information systems or IL5/IL6 environments.
• Familiarity with analytics tooling for SLA and KPI reporting.
• Experience with automation opportunities in service desk workflows.

Certifications

Required:

• ITIL v4 Foundation

Preferred:

• HDI Support Center Manager (HDI-SCM)
• Project+ or PMP
• CompTIA Security+

Skills

• Strong leadership abilities with experience managing technical support teams.
• Excellent communication and customer service skills for engagement with end users and stakeholders.
• Strong analytical abilities for interpreting performance metrics and operational trends.
• High attention to detail with disciplined documentation and process management.
• Ability to manage a fast-paced operational environment with competing priorities.

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.