Service Desk Lead (Senior)

Description

The company holds the Global Mission Operations Support (GMOS) contract, which supports the Department of State. The work covers modernizing and maintaining applications and infrastructure through an integrated IT service management approach.

You will lead a high-performing service desk team on this contract in a senior role.

Responsibilities

• Run the CASD service desk day to day, giving Tier I support to the DT/EA/CST internal user community and acting as the main contact for every customer service event.
• Oversee Total Ticket Ownership (TTO), leading root cause analysis for high and critical incidents, following Problem Management Investigation tickets, and analyzing trends to address recurring system events.
• Write and maintain the Notification Plan, which sets out every notice type, directive and guideline for DT/EA/CST and non-DT/EA/CST notifications and advisories.
• Manage change management by opening, documenting and tracking change requests for IT services, systems and infrastructure, making sure each follows the approval workflow.
• Assess impact, risk and post-implementation results for changes, and take part in change management meetings and Change Advisory Board (CAB) sessions.
• Propose and build automation that speeds up notification delivery, connecting automated systems to modern collaboration tools so Priority 1 and 2 incident updates arrive in real time.
• Hold Daily Status Reviews (DSRs) with government stakeholders, reporting on incidents, problems, change requests, and planned or unplanned outages.
• Supervise and mentor service desk technicians, making sure they follow ITIL best practices, quality standards and Service Level Agreements (SLAs).
• Build and maintain service desk metrics and reports, tracking measures such as first-call resolution, average handle time and customer satisfaction scores.
• Act as a technical expert across several project assignments, planning and leading major service desk initiatives and coordinating with other functional areas to keep service seamless.

Requirements

• A bachelor's degree plus 8 years of experience in related fields such as technical support, service desk management, IT operations, customer service or help desk leadership. Equivalencies are considered.
• An active Secret clearance.
• Proven experience running service desk operations, delivering Tier I support and managing Total Ticket Ownership (TTO) in enterprise environments.
• Demonstrated skill in change management, incident management, problem management and notification procedures.
• Strong knowledge of ITIL frameworks, service desk best practices and working with government stakeholders.
• Excellent leadership, with a record of planning and leading service desk operations, acting as a subject matter expert and supervising technical support teams.
• Desired: prior experience supporting federal agencies, especially the Department of State.
• Desired: professional certifications such as ITIL 5 Foundation, HDI Support Center Team Lead or CompTIA A+.
• Desired: experience with ServiceNow or similar ITSM platforms for ticket management, change control and service desk operations.
• Desired: knowledge of automation tools for notification delivery and experience running Daily Status Reviews (DSRs) with senior government stakeholders.

Conditions

Full-time, regular position.

Minimum clearance required to start: Secret.

Travel up to 10%, local only.

Proposed salary range: $98,800 - $217,500. Final pay depends on factors such as geographic location, federal contract labor categories and wage rates, relevant experience, specific skills, education and certifications.

Benefits

• Comprehensive benefits including healthcare, wellness, financial, retirement, family support, continuing education and time off.
• Flexible time off that lets you take the time you need.
• Access to robust learning resources and learning and development opportunities.
• Competitive compensation, with a flexible working environment that helps you balance quality work and personal life.