Service Desk Lead
NVI•Washington, DC
•Onsite
About The Position
Provides operational oversight and coordination of Service Desk activities supporting end users and enterprise operations. Responsible for escalation management, SLA monitoring, operational reporting, and Tier 2/3 coordination.
Requirements
- Must be a US citizen
- Must Reside in the DMV Area (DC, Maryland, Virginia)
- Must have a minimum of 5-years Experience
- Bachelors Degree
- 5+ years’ service desk or operations experience
- Experience with ITSM tools and ticketing systems
- Strong customer service and leadership skills
Nice To Haves
- ITIL Foundation preferred
Responsibilities
- Manage day-to-day service desk operations.
- Coordinate escalations and operational reporting.
- Monitor SLAs and ticket queues.
- Support Tier 2/3 troubleshooting coordination.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
