Technical Lead, IT Service Desk

Job Summary

Leading enterprise IT Service Desk operations, the full-time Technical Lead (Service Desk Operations) will provide technical leadership for Tier 0 and Tier 1 support, manage performance metrics, and drive continuous service improvement in a remote setting.

Key responsibilities

• Oversee incident management, service request fulfillment, and escalation management for IT support operations
• Manage Service Desk performance using SLAs, OLAs, KPIs, and customer satisfaction metrics
• Analyze operational metrics to identify trends and implement corrective actions for process improvement

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience
• Minimum of five years managing or leading enterprise IT Service Desk or ITSM operations
• ITIL Foundation certification required; ITIL Intermediate or equivalent preferred
• Experience with platforms such as ServiceNow or Cisco ACD for Service Desk operations
• Experience supporting complex organizations such as Federal Government or healthcare