Service Desk Lead

2 weeks ago

Brunswick, GA, United States Abacus Technology Full time


Service Desk Lead

Job Locations

US-GA-Glynco | US-NM-Artesia

Job ID

2025-8440

Overview

Abacus Technology is seeking a Service Desk Lead to guide a team providing technical support for the Federal Law Enforcement Training Centers (FLETC). This is a full-time position.

Responsibilities

  • Lead and manage service desk operations to ensure prompt, professional, and effective IT support for all users across FLETC facilities.
  • Oversee the use and configuration of ITIL-based service desk ticket management systems to track, monitor, and report on service requests and incidents.
  • Provide technical guidance and mentorship to technical staff.
  • Coordinate with other IT teams, vendors, and stakeholders to escalate and resolve complex technical issues.
  • Develop, document, and implement standard operating procedures (SOPs) and service level agreements (SLAs) to ensure consistent service delivery.
  • Monitor ticket queues, performance metrics, and customer feedback to identify trends and drive process improvements.
  • Support IT projects by providing input on user impact, communication strategies, and service transition planning.
  • Promote a culture of customer service excellence, accountability, and teamwork within the Service Desk environment.


Qualifications

5 years experience in the IT field providing help desk/service desk support. Bachelor's degree in a related field. HDI, ITIL, and/or PMP certifications preferred. Experience providing operational, support, and management services for an enterprise service desk. Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software, such as Ivanti. Strong organizational, communication, and problem-solving skills. Able to lead and motivate a team in a fast-paced technical environment. Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution. Experience implementing service improvement initiatives, performance metrics, and end-user satisfaction programs desired. Must be a US citizen.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled

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