Lead Senior Service Desk Engineer - PAE Fires IT Support Services

Job Description

Job Description

PENDING CONTRACT AWARD

Mission Objectives - PAE Fires requires innovative, state-of-the-art solutions to address inquiries and support needs from approximately 3,500 customers. The Lead Senior Service Desk Engineer manages all end-user support operations, ensuring timely, effective, and customer-focused responses while maintaining SLA compliance and generating performance metrics for continuous improvement.

Position Responsibility Summary:

• Be the face of IT to approximately 3,500 users; set the tone for how every interaction is handled; personally model the professionalism, patience, and technical competence you expect from your team
• Reduce user downtime as the primary operational goal; measure success not by tickets closed, but by how quickly people get back to their mission work
• Leverage ServiceNow as the central platform for incident management, request fulfillment, and service catalog operations; configure and optimize workflows, assignment rules, and escalation paths to maximize efficiency and minimize manual routing
• Build and maintain ServiceNow Performance Analytics dashboards that provide real-time and historical visibility into ticket volumes, resolution times, SLA compliance, backlog aging, and customer satisfaction trends; use these dashboards to brief leadership and drive data-informed operational decisions
• Analyze support trends and recurring issues to identify systemic root causes; then partner with the Network, Systems, and Development teams to fix problems permanently rather than treating symptoms repeatedly
• Build a team culture where first-contact resolution is the standard, not the exception; invest in technician training and knowledge base development so issues are resolved at the lowest possible tier
• Design and optimize service desk workflows within ServiceNow; ensure tickets are categorized correctly, routed efficiently, and escalated promptly when they exceed a technician's capability or time threshold
• Manage after-hours and executive support coverage with the reliability that senior leaders expect; these users cannot wait until morning, and their issues often have outsized mission impact
• Own the end-user experience for hardware and software deployments; coordinate with the Systems team on imaging standards, with the Network team on connectivity, and with Cybersecurity on endpoint security to deliver a seamless experience
• Use ServiceNow reporting and performance data (call volumes, resolution times, satisfaction feedback, trend analysis) to continuously improve operations; present findings to leadership with specific recommendations, not just raw numbers
• Develop contingency plans for surge periods (software rollouts, system migrations, new user onboarding waves) that maintain service quality even when demand spikes
• Train users proactively on self-service tools and common tasks; reduce ticket volume by empowering the workforce, not by making it harder to ask for help

Primary Function (PWS 1.16.6, 1.16.6.5): Leads system support operations, enforces SLA adherence, manages the Service Desk team, and generates performance metrics and trend analysis reporting. Serves as the escalation authority and quality standards enforcer to sustain the high volume of support (approx. 4,000 tickets/month) across 3,500 users, including 24/7 operational support requirements.

Cross-Functional Asset & Configuration Management (PWS 1.16.10, 1.16.5):** Cross-trained in Asset Management and Configuration Management to ensure equipment deployments tracked through the Service Desk inherently align with ASTS/DPAS records and CM baselines. Verifies asset availability against the property book and confirms replacement devices match the approved CM baseline prior to deployment, reducing provisioning lead times and ensuring end-to-end accountability.