What success looks like in this role:
Provides operational leadership for Service Desk services supporting a Federal Government client.
Ensures delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations.
Manage and oversee daily Service Desk activities, including staffing, ticket queues, and escalations.
Serve as the primary escalation point for complex or high-impact service issues.
Monitor Service Desk metrics, identify trends, and drive continuous improvement initiatives.
Ensure the team consistently meets or exceeds SLA, KPI, and customer satisfaction targets.
Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities.
Foster a collaborative, accountable, and high-performing team culture.
Build strong working relationships with government stakeholders and internal support teams.
Participate in service reviews and operational meetings, providing clear reporting and insights.
Ensure Service Desk operations comply with federal government policies, security requirements, and contractual obligations.
Support audits, reviews, and reporting related to service delivery and compliance.
You will be successful in this role if you have:
Bachelor’s degree (BA/BS) with 2–4 years of relevant experience, or an equivalent combination of education and experience.
Experience in an IT Service Desk or IT support environment with strong communication and problem-solving skills.
Experience supporting a Federal Government or public sector account.
Prior experience leading or informally supervising teams; familiarity with ITIL practices and service management tools.
"NV1 security clearance minimum requirement"
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