Service Desk Lead

Ardent•New York, NY

5h•Onsite

About The Position

Ardent is seeking a Service Desk Lead to oversee day-to-day service desk operations, ensuring efficient delivery of end-user support services and maintaining high levels of system availability and user satisfaction. This role will provide leadership to service desk personnel, manage incident and request workflows, and ensure secure handling of enterprise systems and user access.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
Minimum of 5 years of experience in service desk or IT support roles, including leadership responsibilities.
Experience managing service desk operations in an enterprise environment.
Strong knowledge of incident management, ticketing systems, and IT service management processes.
Experience with identity and access management, including privileged account administration.
Ability to obtain a Tier 4 (High Risk Public Trust) background investigation.
Must be eligible for and capable of receiving privileged, administrative, or configuration-level system access.

Nice To Haves

Experience with ServiceNow or similar ITSM platforms.
ITIL Foundation or higher certification.
Experience supporting federal or highly regulated environments.
Strong understanding of CMDB, asset management, and configuration control processes.

Responsibilities

Lead daily service desk operations, ensuring timely resolution of incidents and service requests.
Supervise and support Service Desk Technicians, including task assignment, performance oversight, and escalation management.
Manage user account provisioning, identity and access management, and privileged access controls.
Oversee ticket management processes, ensuring accuracy, prioritization, and adherence to SLAs.
Maintain and update system configurations, CMDB records, and asset tracking systems.
Ensure proper handling of sensitive operational and financial data in accordance with security requirements.
Coordinate with technical teams and stakeholders to resolve complex issues and improve service delivery.
Monitor trends in incidents and requests, identifying root causes and implementing improvements.
Enforce IT service management best practices and ensure compliance with contract and security requirements.
Support continuous improvement initiatives to enhance service desk performance and user experience.