Service Desk Lead
About The Position
Strategic Operational Solutions (STOPSO) is seeking candidates for the Service Desk Lead role that serves the organization. Your goal will be to provide customers with accurate, efficient, and courteous responses to their requests. This role could be filled both onsite at a Government facility or at a contractor provided facility. STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.
Requirements
- Bachelor's degree in IT, Business, or related discipline.
- Five (5) years of Service Desk leadership experience.
- Experience managing ServiceNow operations and SLA-driven organizations.
- ITIL Foundation certification.
Nice To Haves
- HDI Support Center Manager.
- ITIL Managing Professional.
- Microsoft Service Management certifications.
Responsibilities
- Oversees daily Tier 1 Service Desk operations and serves as the functional lead for Service Desk personnel.
- Ensures achievement of performance objectives, customer satisfaction goals, knowledge management requirements, and operational SLAs supporting more than 14,000 USPTO users.
- Serves as operational lead for Service Desk continuity planning and execution.
- Directs daily Tier 1 operations and queue management.
- Manages workforce scheduling and staffing forecasts.
- Monitors service metrics and SLA attainment.
- Coordinates escalations and major incident activities.
- Ensures consistency of ticket documentation and knowledge management practices.
- Conducts training, coaching, and performance oversight.
- Manages process improvement initiatives and operational reporting.
- Collaborates with APR, engineering, and Government stakeholders.
- Supports AI-enabled service management enhancements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
