Service Desk Lead (Senior)

DecisionPoint seeks a Service Desk Lead to manage daily service-desk operations for the USMEPCOM ENLIST program. This position oversees ticket queues, staffing schedules, escalations, VIP support, service quality, knowledge practices, problem trends, and operational communications. 

The Service Desk Lead ensures that incidents and requests are properly received, prioritized, assigned, tracked, escalated, resolved, and documented across all support tiers. The Lead works closely with the Government Service Desk Branch Chief and prepares communications, status information, and recommendations for release through Government-approved channels. 

This position also coordinates with Task 2 IT Service Management process owners to align service-desk activities with incident, request, problem, knowledge, access, change, configuration, service-level, and continual-improvement processes. The Service Desk Lead uses ServiceNow data to monitor performance, identify recurring issues, manage workload, and recommend improvements to service quality and customer experience. 

This position is remote, with Chicago-area candidates preferred. Participation in after-hours escalation and operational-support coverage may be required. 

Candidates must meet all of the following requirements: 

• →Active Secret clearance or higher. 

• →Associate’s or bachelor’s degree in information technology or a related field. 

• →Minimum of six years of relevant experience in enterprise IT support, service-desk operations, end-user support, or a related technical environment. 

• →Experience coordinating service-desk operations. 

• →Experience using ServiceNow. 

• →Experience managing ticket queues, technician assignments, escalations, or operational-support schedules. 

• →Experience supporting incident, request, problem, knowledge, or service-level management processes. 

• →Ability to analyze operational data and identify ticket, service-quality, workload, and problem trends. 

• →Ability to prepare clear operational reports, customer communications, dashboards, and leadership updates. 

• →Strong written and verbal communication skills, including experience communicating during priority incidents. 

• →Strong leadership, customer-service, organizational, and problem-solving abilities. 

• →Ability to support after-hours escalations or operational events when required. 

The following qualifications are preferred but are not required: 

• CompTIA A+ certification. 

• ITIL v4 Foundation certification. 

• Additional ITIL practice-management or service-management training. 

• ServiceNow Certified System Administrator certification. 

• Experience supporting federal or Department of Defense service-desk operations. 

• Experience leading a multi-tier enterprise service desk in a 24/7/365 environment. 

• Experience coordinating support for geographically dispersed users and remote locations. 

• Experience managing VIP or executive-level technical support. 

• Experience developing ServiceNow reports, dashboards, workflows, or queue-management views. 

• Experience with knowledge management and Known Error Database practices. 

• Experience conducting ticket-quality reviews and developing technician coaching plans. 

• Experience supporting major incidents, outage communications, root-cause analysis, and corrective actions. 

• Familiarity with ITIL incident, request, problem, knowledge, access, change, configuration, service-level, and continual-improvement practices. 

• Service-desk operations leadership. 

• Queue, schedule, workload, and escalation management. 

• ServiceNow ticketing, reporting, and dashboard capabilities. 

• Incident, request, problem, and knowledge management. 

• Service-level monitoring and performance analysis. 

• VIP and priority customer support. 

• Clear and audience-appropriate operational communication. 

• Customer-service quality and continuous improvement. 

• Technician mentoring, coaching, and performance feedback. 

• Strong analytical and problem-solving abilities. 

• Ability to remain organized during high-volume or mission-impacting events. 

• High attention to detail and consistent follow-through. 

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.