Service Desk Lead

Abacus Technology • Artesia, NM

21d

About The Position

Abacus Technology is seeking a Service Desk Lead to guide a team providing technical support for the Federal Law Enforcement Training Centers (FLETC). This is a full-time position.

Requirements

• 5 years experience in the IT field providing help desk/service desk support.
• Bachelor’s degree in a related field.
• Experience providing operational, support, and management services for an enterprise service desk.
• Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software, such as Ivanti.
• Strong organizational, communication, and problem-solving skills.
• Able to lead and motivate a team in a fast-paced technical environment.
• Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution.
• Must be a US citizen.
• Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

Nice To Haves

• HDI, ITIL, and/or PMP certifications preferred.
• Experience implementing service improvement initiatives, performance metrics, and end-user satisfaction programs desired.

Responsibilities

• Lead and manage service desk operations to ensure prompt, professional, and effective IT support for all users across FLETC facilities.
• Oversee the use and configuration of ITIL-based service desk ticket management systems to track, monitor, and report on service requests and incidents.
• Provide technical guidance and mentorship to technical staff.
• Coordinate with other IT teams, vendors, and stakeholders to escalate and resolve complex technical issues.
• Develop, document, and implement standard operating procedures (SOPs) and service level agreements (SLAs) to ensure consistent service delivery.
• Monitor ticket queues, performance metrics, and customer feedback to identify trends and drive process improvements.
• Support IT projects by providing input on user impact, communication strategies, and service transition planning.
• Promote a culture of customer service excellence, accountability, and teamwork within the Service Desk environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level