Technical Help Desk Lead

Job Description

Job Description

Help Desk/Call Center Lead
Location: On-Site - Verona, NY - Start Date 9/26/2026
Schedule: Ability to support a 24x7x365 operation

Position Overview

This role oversees daily operations of the Service Request Intake Center (SRIC) supporting the U.S. Marshals Service Electronic Security Systems (ESS) program. This role serves as the operational lead for a 24/7/365 service desk responsible for receiving, documenting, tracking, and coordinating service requests across approximately 900 federal facilities throughout the Southern Region.

The successful candidate will manage intake center personnel, ensure service level agreement (SLA) compliance, monitor ticket quality and timeliness, coordinate with field technicians and program management, and drive continuous improvement initiatives. This individual will serve as the primary escalation point for service request intake activities and ensure all requests are accurately documented and processed in accordance with contract requirements.

Key Responsibilities

• Support daily operations of the Service Request Intake Center (SRIC) supporting 24x7x365 coverage.
• Supervise, train, mentor, and evaluate call center and service desk personnel.
• Ensure all service requests are logged, categorized, and documented accurately within the Information Management System (IMS/Infralink).
• Monitor compliance with contractual response and documentation requirements.
• Ensure service requests are processed and updated within required service level timeframes.
• Serve as the primary escalation point for customer issues and operational concerns.
• Coordinate activities between government stakeholders, field technicians, program management, and support personnel.
• Analyze call center performance metrics and identify opportunities for improvement..
• Create reports and dashboards for management regarding volume, response times, trends, and staffing needs.
• Support staffing schedules to ensure continuous coverage, including holidays, weekends, and after-hours operations.
• Ensure adherence to quality assurance, security, and compliance requirements.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years of experience in a service desk, call center, dispatch, help desk, or operations support environment.
• 2+ years of experience leading teams, supervising staff, or managing daily operations.
• Experience managing ticketing systems, work order management systems, or service request platforms.
• Strong customer service and stakeholder management skills.
• Experience tracking and reporting performance against service level agreements (SLAs).
• Excellent written and verbal communication skills.
• Strong organizational and problem-solving abilities.
• Ability to prioritize workload in a fast-paced, mission-critical environment.
• Ability to obtain and maintain required government security clearance.

Preferred Qualifications

• Experience supporting federal government, Department of Justice (DOJ), Department of Defense (DoD), or other government programs.
• Prior experience managing a 24x7 operation.
• Experience with Infralink (IMMS), ServiceNow, Remedy, Maximo, or similar ticketing platforms.
• Active Public Trust Clearance
• Experience supporting field service or facilities maintenance operations.

Desired Skills

• Leadership and team development
• Service desk operations management
• Workforce scheduling and resource planning
• SLA and KPI management
• Quality assurance and process improvement
• Escalation management
• Customer relationship management
• Reporting and analytics
• Federal contract support experience

Why Join Oneida Network Infrastructure?
Be part of a mission-driven team delivering reliable technology solutions that power business success. We offer meaningful work, collaborative teammates, and opportunities to grow your skills and career.

EEO Statement
Oneida Network Infrastructure is an Equal Opportunity Employer and welcomes applicants from all backgrounds. We are committed to fair and equitable employment practices and do not discriminate on the basis of any protected characteristic under applicable law.