Senior Service Desk Lead
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Job Summary
Managing daily service-desk operations remotely, the full-time Senior Service Desk Lead will oversee ticket queues, staffing schedules, escalations, and service quality for the USMEPCOM ENLIST program.
Key responsibilities
- Lead day-to-day service-desk operations and manage incident and service-request queues across support tiers
- Develop staffing schedules and escalation rosters to meet established support hours and 24/7/365 requirements
- Monitor queue volumes and response times, leading daily reviews to ensure service levels are met
Required qualifications
- Associate's or bachelor's degree in Information Technology or a related field
- Minimum of six years of relevant experience in enterprise IT support or service-desk operations
- Experience coordinating service-desk operations using ServiceNow
- Strong leadership and customer-service skills, particularly during priority incidents
- Active Secret clearance or higher is required
Complete Job Description
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