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IT Service Desk Lead

2 months ago

Brunswick, Georgia, United States ValidaTek Full time
Job Title: IT Service Desk Lead

ValidaTek is seeking an experienced IT Service Desk Lead to support a critical Department of Homeland Security (DHS) program. The successful candidate will oversee daily operations of the service desk, ensuring efficient handling of technical support requests, incident management, and service-level compliance.

Key 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 team's capabilities.

Requirements:

  • Education: Bachelor's 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.