Service Desk Lead

VENESCO, LLC • Arlington, VA

88d

About The Position

The Service Desk Lead oversees day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of technical issues while providing outstanding customer service to end users.

Requirements

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 8+ years of IT support experience, with at least 3 years in a leadership role.
• Active SECRET clearance required.
• Proficiency in ITSM tools, Service Desk processes, and customer service management.
• Strong problem-solving and communication skills.

Nice To Haves

• Leadership and team development
• Strong analytical and problem-solving skills
• Excellent written and verbal communication
• Customer service and client engagement focus
• Ability to work in fast-paced, mission-driven environments

Responsibilities

• Manage IT Service Desk operations, including ticketing systems and response times.
• Lead, mentor, and support Service Desk staff.
• Develop and implement best practices for incident resolution and escalation.
• Monitor and report Service Desk metrics, KPIs, and SLA compliance.
• Communicate with end-users and stakeholders to ensure quality of service.
• Ensure compliance with IT security and federal information assurance requirements.
• Develop training, quick reference guides, and knowledge base documentation.

What This Job Offers

• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees