Position Summary:  The Service Desk Lead is responsible for leading day-to-day IT Service Desk operations, ensuring timely and effective support for end users across a large, mission-critical enterprise environment. This position requires a seasoned IT professional with strong leadership, customer service, and technical skills to manage service delivery, ticket management systems, and team performance in alignment with ITIL best practices.The ideal candidate will bring hands-on experience managing large-scale help desk operations, implementing service management processes, and improving customer satisfaction through performance metrics, automation, and continuous improvement initiatives.Primary ResponsibilitiesLead and supervise Service Desk operations and personnel, ensuring prompt and professional resolution of incidents, service requests, and escalations.Oversee daily ticket workflows using ITIL-based processes within an enterprise-grade Service Desk management system (e.g., Ivanti HEAT, ServiceNow, Remedy, or equivalent).Develop, document, and enforce Service Desk standard operating procedures (SOPs) and escalation protocols.Monitor performance metrics (SLAs, response/resolution times, first-call resolution rate, customer satisfaction) and produce regular management reports.Provide coaching, training, and mentoring to Service Desk staff to enhance technical proficiency and customer service.Coordinate with Systems, Network, and Security teams to resolve complex technical issues and ensure cross-functional communication.Lead initiatives to improve service quality, streamline processes, and integrate automation where feasible.Participate in change management and incident management processes to ensure compliance with DHS and organizational standards.Collaborate with management and stakeholders to align Service Desk operations with enterprise IT goals and mission priorities.Serve as the primary point of contact for Service Desk escalations and critical incident coordination.
