IT Service Desk Lead

2 months ago

Brunswick, United States ValidaTek Full time

Company Overview:
At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com

Summary:

We are seeking an experienced Service Desk Lead to support a critical Department of Homeland Security (DHS) program. The Service Desk Lead will oversee daily operations of the service desk, ensuring efficient handling of technical support requests, incident management, and service-level compliance. This role will act as the primary point of contact for both internal and external stakeholders, managing a team of service desk technicians and delivering exceptional IT support to DHS personnel.

Responsibilities:
  • Team Leadership & Management:
    • Supervise, mentor, and guide a team of service desk technicians in providing tiered technical support to end-users.
    • Coordinate shift schedules, assign tasks, and monitor workload to maintain coverage and meet service level agreements (SLAs).
    • Provide ongoing training and development to enhance team performance and technical capabilities.
  • Incident & Request Management:
    • Manage the end-to-end lifecycle of service desk tickets, ensuring timely resolution of incidents and service requests.
    • Act as an escalation point for complex or high-priority issues, ensuring rapid resolution and minimizing downtime for DHS operations.
    • Work closely with other IT teams (network, security, infrastructure) to coordinate support and resolve cross-functional issues.
  • Service Desk Operations:
    • Ensure adherence to ITIL best practices for incident, problem, and change management.
    • Develop and implement service desk procedures and policies to improve efficiency and customer satisfaction.
    • Monitor ticketing systems and generate regular reports on key metrics, such as response times, resolution times, and overall customer satisfaction.
  • Customer & Stakeholder Engagement:
    • Serve as the primary liaison between the service desk and DHS program leadership, ensuring alignment on service expectations and performance.
    • Collaborate with DHS stakeholders to understand evolving requirements, address concerns, and propose service improvements.
    • Participate in program meetings, providing updates on service desk operations and contributing to discussions on overall program performance.
  • Continuous Improvement:
    • Identify trends and recurring issues, implementing problem management strategies to prevent future incidents.
    • Recommend and implement process improvements to enhance service delivery, including automation and knowledge base development.
    • Keep abreast of the latest IT support tools and techniques to continuously enhance the teams capabilities.
Qualifications:
  • Education:
    • Bachelors degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • Experience:
    • 5+ years of experience in IT support, with at least 2 years in a supervisory or team lead role.
    • Proven experience supporting federal programs, preferably within DHS or similar agencies.
    • Strong background in managing service desk operations in accordance with ITIL best practices.
  • Technical Skills:
    • Proficiency with service management tools (e.g., ServiceNow, Remedy, JIRA Service Desk).
    • Solid understanding of desktop, networking, and systems technologies, including troubleshooting common software/hardware issues.
    • Experience with incident, problem, and change management processes.
  • Certifications:
    • ITIL v3 or v4 Foundation certification - preferred.
    • Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
  • Clearance:
  • Must be able to pass the DHS law enforcement background check.


Posted Min Pay Rate:
USD $68,075.21/Yr.

Posted Max Pay Rate:
USD $113,458.69/Yr.

Salary Disclosure:
Actual salary will be based on a variety of factors including but not limited to experience, geographic location, contract affordability, internal equity, education, and certifications.

The upper end of the salary range may be reserved for individuals who have demonstrated tenure with the company, seniority, and proven excellent performance. This includes factors such as education, certifications, and extensive/unique experience beyond what is required.

EEO Statement:
ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.

  • IT Service Desk Manager

    2 weeks ago

    Brunswick, Georgia, United States ValidaTek Full time

    Job SummaryAt ValidaTek, we are seeking a skilled Service Desk Manager to join our team of technical experts. As a Service Desk Manager, you will play a critical role in ensuring the smooth operation of our IT services, providing exceptional support to our customers, and driving continuous process improvement.Key ResponsibilitiesManage and optimize incident...

  • Service Desk Manager

    4 weeks ago

    Brunswick, Georgia, United States ValidaTek Full time

    Job SummaryValidaTek is seeking a highly skilled Service Desk Manager to join our team. As a Service Desk Manager, you will be responsible for managing and optimizing the processes to restore normal service operation as quickly as possible to minimize the impact to business operations.Key ResponsibilitiesManage Incident and Problem life cycle, including...

  • Service Desk Manager

    4 hours ago

    Brunswick, Georgia, United States ValidaTek Full time

    body{white-space:pre-wrap;}IT Operations SpecialistAt ValidaTek, we modernize and optimize IT services to solve critical challenges facing federal agencies. We put people first, empowering them to exceed expectations and transform organizations. Our commitment to quality and performance optimization has earned us a CMMI Maturity Level 5 appraisal. The IT...

  • Service Desk Manager

    4 weeks ago

    Brunswick, Georgia, United States ValidaTek Full time

    Job SummaryAs a Service Desk Manager at ValidaTek, you will be responsible for managing and optimizing the processes to restore normal service operation as quickly as possible to minimize the impact to business operations. This includes detecting, correlating, and classifying recurring Incidents as problems, conducting root cause analysis and problem review...

  • Service Desk Manager

    2 months ago

    Brunswick, United States ValidaTek Full time

    Company Overview At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our...

  • Service Desk Manager

    4 weeks ago

    New Brunswick, New Jersey, United States ValidaTek Full time

    Job SummaryAs a Service Desk Manager at ValidaTek, you will play a critical role in ensuring the smooth operation of our IT services. You will be responsible for managing and optimizing processes to restore normal service operation as quickly as possible, minimizing the impact on business operations.Key Responsibilities• Detect, correlate, and classify...

  • IT Service Management

    2 months ago

    Brunswick, United States ValidaTek Full time

    Company Overview At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our...

  • Front Desk Receptionist

    2 months ago

    Brunswick, United States Nivea Hospitality Full time

    Join our Team = Front Desk Receptionist Staff Needed Are you passionate about ensuring a clean welcoming environment for guests? Do you take pride in attention to detail and enjoy being a part of a dedicated team? If so, we invite you to become a valued member of our Front Desk Team at Brunswick Comfort SuitesAbout the Hotel: The Brunswick Comfort Suites is...

  • Front Desk Operations Manager

    4 weeks ago

    East Brunswick, New Jersey, United States Crunch Fitness Full time

    Front Desk Supervisor Job DescriptionCrunch Fitness is seeking a highly motivated and organized Front Desk Supervisor to join our team. As a Front Desk Supervisor, you will be responsible for ensuring the smooth and efficient operational procedures within the Front Desk department, enabling the club to provide the highest level of customer service.Key...

  • Radiology Front Desk Associate

    2 weeks ago

    Brunswick, Maine, United States RAYUS Radiology Full time

    Radiology Front Desk Associate Job DescriptionKey ResponsibilitiesRegistration and Scheduling: Greet patients, register demographic information, process payments, and verify insurance coverage.Patient Communication: Answer phones, handle calls efficiently, and provide information to patients and referring professionals.Front Office Operations: Maintain the...

  • Front Desk Supervisor- Crunch Fitness

    4 months ago

    East Brunswick, United States Crunch Fitness Full time

    Front Desk Supervisor- Crunch Fitness East Brunswick Front Desk Supervisor- Crunch Fitness Full Time • East Brunswick Crunch Fitness is looking for a Front Desk Supervisor to join our growing team. Come change lives through fitness! Are you looking for a career opportunity in one of the fastest growing fitness clubs? Crunch Fitness is now accepting...

  • Front Desk Agent

    1 month ago

    Brunswick, United States Giri Hotel Management LLC Full time

    Description We are seeking a friendly, customer service focused Front Desk Agent to join our team at Best Western Plus Brunswick Bath. This is a full time position located in Brunswick, Maine. In this position you will be responsible for guest registration, making reservations, and providing guests with information about the hotel and the local area. If you...

  • Help Desk Specialist III

    4 months ago

    Brunswick, United States ASG Full time

    Job Type Full-time Description Abacus Solutions Group: We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways...

  • Front Desk Supervisor- Crunch Fitness

    5 months ago

    East Brunswick, United States Crunch Fitness Full time

    Crunch Fitness is looking for a Front Desk Supervisor to join our growing team. Come change lives through fitness! Are you looking for a career opportunity in one of the fastest growing fitness clubs? Crunch Fitness is now accepting applications for qualified, professional, & career minded Supervisors that are ready to change lives, be a part of a team and...

  • Help Desk Specialist III

    4 months ago

    Brunswick, United States ASG Full time

    Job TypeFull-timeDescriptionAbacus Solutions Group: We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to...

  • Help Desk Specialist II

    1 month ago

    Brunswick, Georgia, United States ASG Full time

    Job Title: Help Desk Specialist IIWe are seeking a highly skilled Help Desk Specialist II to join our team at the Federal Law Enforcement Training Center (FLETC) in Glynco, GA.Job Summary:This is a full-time position that requires excellent problem-solving skills, analytical abilities, and excellent written and verbal communication skills. The successful...

  • PT Customer Service Leader

    1 month ago

    Brunswick, United States Hannaford Supermarkets Full time

    Address: USA-ME-Brunswick-8 Gurnet Road Suite 1 Store Code: Store 08446 Front End (5151801) Hannaford Supermarkets started out as a fresh produce vendor in Portland, Maine way back in 1883, and is still connected to those early roots as a local market. Hannaford actively seeks out farmers and producers to join our Local program which celebrates not only...

  • Front Desk Representative

    4 weeks ago

    New Brunswick, New Jersey, United States The Heldrich Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Front Desk Agent to join our team at The Heldrich Hotel & Conference Center. As a Front Desk Agent, you will be the first point of contact for our guests, providing exceptional service and ensuring a memorable stay.Key ResponsibilitiesGuest Registration: Greet and register guests, providing a...

  • Help Desk Specialist II

    4 months ago

    Brunswick, United States ASG Full time

    Job Type Full-time Description Abacus Solutions Group: We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways...

  • Help Desk Specialist II

    2 weeks ago

    Brunswick, United States ASG Full time

    Job TypeFull-timeDescriptionAbacus Solutions Group: We're built on our shared core values! We are difference-makers, passionate about serving, we work hard with integrity and do the right thing. Difference makers means that we look at every opportunity as a chance to make a difference. Passionate about serving means that we are always looking for ways to...