Service Desk Lead

ValidaTek • Brunswick, GA

7d

About The Position

The Service Desk Lead is responsible for the leadership, coordination, and continuous improvement of enterprise Service Desk operations that support end users across mission-critical IT environments. This position ensures efficient and customer-focused delivery of IT support services, leveraging ITIL-based processes, best practices, and enterprise ticketing systems such as HDI and Ivanti HEAT. The Service Desk Lead oversees daily operations, manages performance metrics, mentors staff, and ensures timely resolution of incidents and service requests. This role bridges technical and managerial responsibilities, ensuring that service delivery aligns with organizational standards, contract requirements, and performance-based objectives.

Requirements

• Minimum of 5 years of detailed experience in Help Desk / Service Desk operations.
• Minimum of 5 years of experience in IT operational, support, or management services.
• Experience in implementing and operating ITIL-based service management processes.
• Proficiency in Service Desk ticket management software, such as Ivanti HEAT, ServiceNow, Remedy, or equivalent.
• Strong leadership, communication, and problem-solving skills with the ability to manage both technical staff and customer relationships.
• Must be able to pass the DHS law enforcement background check.

Nice To Haves

• Bachelor’s Degree in Information Systems, Computer Science, or Computer Engineering (or equivalent experience).
• Certifications: HDI Support Center Analyst or Manager ITIL Foundation or Intermediate Certification Project Management Professional (PMP) or CompTIA Project+
• Experience leading Service Desk teams within federal government or defense environments.
• Familiarity with performance-based service models and continuous service improvement frameworks.

Responsibilities

• Oversee the daily operation of the Service Desk, ensuring efficient handling of incidents, service requests, and problem tickets.
• Manage Service Desk workflows, prioritization, and escalation procedures to maintain high service quality and compliance with Service Level Agreements (SLAs).
• Monitor and analyze performance metrics (e.g., response time, resolution time, customer satisfaction) to identify trends and implement continuous improvement initiatives.
• Ensure proper documentation, knowledge base updates, and adherence to standard operating procedures.
• Conduct regular quality assurance reviews to ensure consistency and accuracy in end-user support.
• Supervise and mentor Service Desk personnel, providing training, coaching, and technical guidance to enhance individual and team performance.
• Establish team goals and performance expectations aligned with organizational objectives.
• Foster a collaborative, high-performance culture emphasizing accountability, communication, and customer service excellence.
• Coordinate staffing schedules to ensure adequate coverage during core and extended support hours.
• Serve as the senior escalation point for complex or high-priority technical incidents that require advanced troubleshooting.
• Collaborate with Network, Systems, and Application teams to resolve cross-functional technical issues.
• Maintain proficiency in IT infrastructure technologies, service desk tools, and enterprise applications to provide effective oversight and support.
• Implement and maintain ITIL-based service management processes, including Incident, Problem, and Change Management.
• Leverage industry-recognized ticket management systems, such as Ivanti HEAT, to improve service tracking and reporting capabilities.
• Identify opportunities to automate workflows, streamline processes, and improve service delivery efficiency.
• Support the development and maintenance of Knowledge Management and Configuration Management processes.
• Generate and deliver performance, trend, and compliance reports to management and Government stakeholders.
• Maintain open communication channels between Service Desk staff, IT management, and customer representatives.
• Participate in operational meetings, project planning sessions, and change advisory boards (CABs).
• Ensure end-user communication is timely, professional, and informative, particularly during outages or major incidents.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees