Service Desk Lead (Weekend)
About The Position
Responsible leading weekend service desk operations, overseeing IT service delivery to meet the needs of the CASTLE-NET program. Manages service delivery processes, coordinates with teams, and ensures compliance with CASTLE-NET policies and best practices. Works closely with stakeholders, customers, and service providers to ensure customer satisfaction, continuous improvement, and alignment with program objectives. The Service Desk Lead provides supervisory and operational leadership for CASTLE-NET service desk functions. This role manages day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.
Requirements
- Bachelor's degree in IT, Business Administration, or related field
- 6+ years of experience in service desk operations
- Minimum 2 years of supervisory or lead experience
- Strong understanding of ITIL principles and processes
- Proficiency with service desk and ITSM platforms
- Excellent problem-solving and technical troubleshooting skills
- Strong leadership and communication abilities
- Ability to manage multiple priorities in fast-paced environment
- Bachelor's degree in IT, Business Administration, or related field
- 8+ years of experience in service desk or IT support operations
- Minimum 3-4 years of service desk management or supervisory experience
- Expert understanding of ITIL frameworks and best practices
- Proficiency with service desk and ITSM platforms
- Strong leadership, communication, and interpersonal skills
- Ability to manage budgets and staffing effectively
- Experience with federal IT operations and compliance
Nice To Haves
- ITIL Foundation certification
- ServiceNow platform expertise
- Federal IT operations experience
- Multi-site service desk coordination
- Performance metrics and reporting
- ITIL Foundation and Practitioner certifications
- ServiceNow administration and customization
- Federal compliance and security requirements knowledge
- CASTLE-NET environment familiarity
- Customer satisfaction and quality metrics expertise
Responsibilities
- Provide operational leadership and supervision of service desk operations
- Manage service desk shift operations and team coordination
- Serve as primary escalation point for service desk issues
- Monitor and ensure adherence to SLAs and quality standards
- Provide technical guidance and troubleshooting support
- Conduct service desk quality assurance reviews
- Train and mentor service desk personnel
- Generate shift reports and performance metrics
- Manage overall service desk operations and team performance
- Provide leadership and supervision to service desk personnel
- Establish and maintain service desk processes and workflows
- Monitor and improve service desk metrics and KPIs
- Ensure adherence to SLAs and quality standards
- Implement continuous improvement initiatives
- Manage service desk staffing, training, and development
- Report on service desk performance to senior management
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What This Job Offers
Career Level
Mid Level
