Key Tasks & Responsibilities

• Oversee day-to-day performance and operations of the Service Desk, ensuring timely and courteous support for all incoming requests.
• Ensure efficient triage, accurate issue identification, and appropriate escalation for complex technical problems.
• Manage Service Desk deliverables, including reports, metrics, training documents, and knowledge base updates.
• Maintain and continuously improve the internal Knowledge Base in accordance with the customer’s ITSM Knowledge Management process.
• Ensure all incidents and service requests are logged in ServiceNow with complete histories, troubleshooting notes, request workflows and resolution steps.
• Manage Service Desk queues, workflows, and categorizations to maintain data integrity and operational efficiency.
• Coordinate closely with other technical teams and departments for escalated or cross-functional issues.
• Reviews, tests, and analyzes key performance metrics to ensure SLA compliance.
• Interacts with Government stakeholders and customers.

• Maintain adequate staffing levels to meet workload volumes and contractual service levels.
• Lead recruitment, onboarding, shift coverage planning, and performance management.
• Develop and deliver training programs, performance improvement plans, and skill development initiatives.
• Provide coaching, mentorship, and daily leadership to Service Desk personnel.

• Monitor and analyze Service Desk performance metrics to ensure alignment with contract requirements.
• Report regularly on SLAs, KPIs, trends, ticket volumes, and user satisfaction metrics.
• Identify operational issues and implement process improvements to enhance efficiency and customer experience.

• Develop, maintain, and implement a Quality Control Plan aligned with ISO/IEC 20000 quality principles.
• Monitor service quality using audits, performance monitoring tools, customer surveys, and sampling of resolved tickets.
• Lead and participate in internal and external quality audits as required.
• Develop corrective action plans to address deficiencies and ensure continuous improvement.
• Maintain a comprehensive Procedures Manual documenting all Service Desk processes.

• Maintain strong working knowledge of desktop/laptop hardware, Windows 10, OSX, standard office applications, and common peripherals.
• Provide advanced problem solving and conduct root cause analysis for recurring or high-impact issues.
• Ensure Service Desk personnel have adequate access to supported technologies and resources.

Education & Experience

• Bachelor’s degree in a related field.
• At least five (5) years of experience managing an IT Service Desk.
• Minimum eight (8) years of experience in IT operations with hands-on experience in systems, networks, and/or telecommunications management operations.
• Demonstrated leadership abilities managing multi-shift or multi-tier support teams.
• Experience developing training programs and performance improvement plans.
• Strong knowledge of desktop/laptop hardware, Windows 10, OSX, and common productivity applications.
• Experience using a ticketing system such as ServiceNow.
• Strong written and verbal communication skills.
• Excellent problem-solving and research skills.
• CompTIA A+ certification.
• ITIL v4 Foundations certification. 

• Relevant commercial certifications (HDI, CompTIA Network+, Microsoft, etc.).
• Experience in federal customer environments.
• Experience managing multi-tier Service Desk or Operations Centers.
• Experience with ISO/IEC 20000, ITIL practices, or CMMI Service Maturity.

Certifications

• CompTIA A+ certification required.
• ITIL v4 Foundations certification required.

Security Clearance

• Ability to obtain Public Trust clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Onsite at customer location