Service Desk Lead

Tasks

• Conduct user satisfaction surveys
• Coordinate with network and cybersecurity teams
• Develop and implement process improvements
• Develop support documentation and SOPs
• Ensure compliance with DoD IT policies
• Escalate complex technical issues
• Manage end-user account provisioning and support
• Manage incident resolution and escalate issues
• Monitor ticket queues and performance metrics
• Oversee Tier I and Tier II IT support operations
• Report on service desk performance
• Resolve user technical issues
• Supervise and mentor service desk technicians
• Support onboarding and offboarding processes

Perks/Benefits

• 401k match
• Company-paid STD, LTD, Life insurance
• Health insurance
• Paid time off
• Voluntary benefits

Skills/Tech-stack

Customer Service | Desktop Support | Helpdesk | ITIL | Incident Management | Knowledge Management | M365 | Problem Management | ServiceNow | SharePoint | Troubleshooting