Customer Service Lead

Customer Service Lead SDL Leadership · Full-time · Secret Clearance Required Secret clearance 7+ years IT support 2+ years leadership ITIL practices Drive excellence at the front lines of IT support. As Customer Service Lead, you’ll own service desk operations end-to-end — from guiding a skilled team of support specialists to championing continuous improvement across the board. You’ll be the go-to escalation point when things get complex, and the strategic voice that keeps support aligned with organizational goals. WHAT YOU’LL OWN • Lead daily operations Lead daily operations of the service desk, ensuring SLA adherence and timely resolution across all user issues. • Mentor and develop Mentor and develop a team of customer service and technical support professionals through coaching, evaluations, and ongoing guidance. • Be the escalation expert Be the escalation expert — own high-priority and complex incidents, driving swift resolution and clear communication. • Measure and improve Measure and improve service quality through performance metrics, process optimization, and a relentless focus on the user experience. • Bridge teams and leadership Bridge teams and leadership by aligning support capabilities with broader IT strategy and business priorities. • Build the knowledge base Build the knowledge base — develop and maintain SOPs, documentation, and articles that make the whole team sharper. • Own workforce planning Own workforce planning, including scheduling, workload distribution, and headcount alignment. REQUIRED QUALIFICATIONS • Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). • 7+ years of experience in IT support or service desk environments. • 2+ years in a leadership or supervisory role. • Strong command of service desk tools, ticketing systems, and ITIL practices. • Excellent communication, problem-solving, and customer service instincts. • Ability to juggle priorities in a high-tempo environment. • Active Secret Security Clearance. PREFERRED QUALIFICATIONS ○ ITIL certification (Foundation or higher). ○ Experience in federal or government contract environments. ○ Familiarity with enterprise systems, cloud environments, and cybersecurity best practices. ○ Track record of driving service improvement or process optimization initiatives. ○ Strong analytical and reporting capabilities. #cjpost