[Hiring] Service Desk Lead @DecisionPoint | Cortek

Role Description

DecisionPoint seeks a Senior Service Desk Lead to oversee enterprise help desk operations supporting a large federal and DoD-aligned mission environment. This role ensures daily operational excellence across Tier 1 and Tier 2 support teams, driving service quality, SLA adherence, escalation coordination, standard operating procedures, and performance reporting.

The Service Desk Lead is responsible for:

• Workforce scheduling
• Queue management
• Ticket quality assurance
• Customer satisfaction metrics
• Incident trend analysis
• Continuous improvement initiatives

This position serves as the operational leader for all help desk activities, ensuring a professional, responsive, and high-performing customer support experience. This position is fully remote.

Duties & Responsibilities

• Oversee daily service desk operations and ensure consistent delivery of high-quality user support.
• Manage help desk workforce scheduling, workload distribution, and queue management across multiple shifts.
• Ensure compliance with established SLAs, KPIs, and customer satisfaction goals.
• Lead the escalation process, ensuring timely handoff to Tier 2/3 teams and transparent communication with stakeholders.
• Conduct ticket quality reviews, trend analysis, and root cause identification for recurring issues.
• Maintain and enhance operational SOPs, troubleshooting guides, and knowledge base content.
• Produce weekly, monthly, and quarterly service desk performance reports for government stakeholders.
• Coordinate incident response activities, ensuring timely resolution and accurate documentation.
• Manage onboarding and training of service desk staff, ensuring consistent performance and process adherence.
• Implement continuous improvement initiatives to enhance efficiency, customer experience, and service reliability.
• Oversee the ITSM platform’s operational usage and reporting functions.
• Collaborate with cybersecurity, infrastructure, and application teams on cross-functional support needs.
• Maintain awareness of emerging user issues, trending ticket categories, and potential operational risks.

Qualifications

• Must hold an active Top Secret clearance, supported by a Tier 5 background investigation.
• Bachelor’s degree in Information Technology, Information Systems, Business Administration, or a related field.
• Minimum 10 years of experience in service desk, IT support, or IT operations roles.
• Experience leading enterprise service desk teams in federal, DoD, or similarly structured environments.
• Experience managing SLAs, KPIs, ticket queues, escalations, and service quality.
• Experience preparing performance reports and operational metrics for senior leadership.
• Experience developing SOPs, knowledge base content, and QA review processes.
• Proficiency with ITSM platforms such as ServiceNow, Remedy, or Jira Service Management.
• Strong understanding of ITIL v4 processes including incident, request, and problem management.
• Knowledge of secure IT support practices appropriate for high-security environments.
• Familiarity with remote support tools, troubleshooting methods, and user device support.
• Experience supporting DoD information systems or IL5/IL6 environments (preferred).
• Familiarity with analytics tooling for SLA and KPI reporting (preferred).
• Experience with automation opportunities in service desk workflows (preferred).
• ITIL v4 Foundation (required).
• HDI Support Center Manager (HDI-SCM), Project+ or PMP, CompTIA Security+ (preferred).

Skills

• Strong leadership abilities with experience managing technical support teams.
• Excellent communication and customer service skills for engagement with end users and stakeholders.
• Strong analytical abilities for interpreting performance metrics and operational trends.
• High attention to detail with disciplined documentation and process management.
• Ability to manage a fast-paced operational environment with competing priorities.