Service Desk Lead
About The Position
Tsymmetry is an IT professional services company dedicated to delivering flexible, scalable solutions to our customers around the globe when and where their mission dictates. We partner with our customers to drive innovation, agility, and improved outcomes with our experienced global team. From cybersecurity to operational intelligence, cloud services, software development, and beyond, we are here to help. We are seeking a full-time Service Desk Lead to join our team. Role Summary The Service Desk Lead is responsible for leading day-to-day IT Service Desk operations, ensuring timely and effective support for end users across a large, mission-critical enterprise environment. This position requires a seasoned IT professional with strong leadership, customer service, and technical skills to manage service delivery, ticket management systems, and team performance in alignment with ITIL best practices. The ideal candidate will bring hands-on experience managing large-scale help desk operations, implementing service management processes, and improving customer satisfaction through performance metrics, automation, and continuous improvement initiatives.
Requirements
- Proven experience supervising Service Desk or IT support teams.
- Ability to set priorities, delegate effectively, and ensure consistent adherence to SLAs.
- Proficiency with industry-recognized Service Desk ticket management systems – Ivanti HEAT.
- Strong understanding of ITIL service management frameworks, including incident, request, and change management.
- Familiarity with desktop, network, and systems troubleshooting methodologies in a large enterprise environment.
- Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, or a related field, or equivalent work experience.
- Minimum of five (5) years of detailed experience in Help Desk or Service Desk operations.
- At least five (5) years of experience in general IT operations, support, or management services.
- Ability to obtain DHS Public Trust (Secret preferred).
Nice To Haves
- Experience implementing or improving ITIL-aligned Service Desk operations within a federal or large enterprise environment.
- Working knowledge of enterprise asset management, configuration management databases (CMDB), and self-service portals.
- Excellent written and verbal communication skills with the ability to interact effectively with both technical and non-technical stakeholders.
- Certifications such as: HDI Support Center Team Lead / Manager ITIL Foundation or higher Project Management Professional (PMP)
Responsibilities
- Lead and supervise Service Desk operations and personnel, ensuring prompt and professional resolution of incidents, service requests, and escalations.
- Oversee daily ticket workflows using ITIL-based processes within an enterprise-grade Service Desk management system (e.g., Ivanti HEAT, ServiceNow, Remedy, or equivalent).
- Develop, document, and enforce Service Desk standard operating procedures (SOPs) and escalation protocols.
- Monitor performance metrics (SLAs, response/resolution times, first-call resolution rate, customer satisfaction) and produce regular management reports.
- Provide coaching, training, and mentoring to Service Desk staff to enhance technical proficiency and customer service.
- Coordinate with Systems, Network, and Security teams to resolve complex technical issues and ensure cross-functional communication.
- Lead initiatives to improve service quality, streamline processes, and integrate automation where feasible.
- Participate in change management and incident management processes to ensure compliance with DHS and organizational standards.
- Collaborate with management and stakeholders to align Service Desk operations with enterprise IT goals and mission priorities.
- Serve as the primary point of contact for Service Desk escalations and critical incident coordination.
Benefits
- Tsymmetry offers medical, dental and vision coverage with the majority of the monthly premiums paid by the company.
- A tax-advantaged health savings account is available with generous employer contributions as well as tax-advantaged flexible savings accounts.
- Life and Disability Insurance
- 401(k) Retirement Plan
- Paid Time Off
- Eleven Observed Holidays
- Paid Parental Leave
- Paid Bereavement Leave
- Paid Jury Duty Leave
- FREE Udemy Learning Subscription
- Professional Development Opportunities
- Tuition Reimbursement
- Flexible Work Arrangements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
101-250 employees
