Service Desk Lead

Job Summary

To oversee IT support operations for a federal government contract, the full-time remote Service Desk Lead will manage a team of help desk professionals, ensuring exceptional customer service and effective troubleshooting of technical issues.

Key responsibilities

• Supervise and mentor a team of IT help desk technicians, ensuring efficient resolution of user issues and fostering a collaborative team culture
• Oversee daily activities of the IT help desk, managing ticketing systems and ensuring timely resolution of incidents while maintaining high customer satisfaction
• Ensure compliance with federal regulations and cybersecurity policies, conducting audits and collaborating with cybersecurity teams to maintain secure IT infrastructure

Required qualifications

• Bachelor's Degree in a relevant field such as computer science, information technology, or business administration
• 5 to 8 years of experience in IT support or help desk roles, with at least 2-3 years in a management position
• Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) are a plus
• In-depth knowledge of IT systems, infrastructure, and familiarity with government regulations and compliance standards
• Strong leadership abilities and effective communication skills with stakeholders and team members