Lead Service Desk Manager

Bachelor’s degree in Computer Science, Mathematics, or equivalent technical field, or minimum of 6 years of enterprise data and information management experience
4+ years of experience in technical support and troubleshooting, with a focus on Service Desk operations
Proven experience managing a technical Service Desk team, including training and coaching staff on troubleshooting methodologies and service management best practices
Strong understanding of cloud-based services support and data analysis to enhance Service Desk operations
Ability to identify, develop, and track key metrics to measure help desk performance and provide real-time insights for leadership
Experience serving as an escalation point for mission-critical or high-priority service issues
Strong formal Human Factors and/or User Experience (UX) skills to optimize service delivery and customer interactions
Ability to analyze and improve help desk workflows, ticketing systems, and resolution processes
Experience ensuring compliance with IT security policies, procedures, and classified environment protocols

Train and coach Service Desk team members on effective research, troubleshooting, and solution delivery methods
Ensure team members stay up to date on existing services, updates, and changes across all classifications
Identify, develop, and maintain key metrics to provide real-time insights for Government and Contractor leadership
Analyze help desk performance metrics to identify trends, problem areas, and opportunities for improvement
Serve as the escalation point and facilitator for severe, mission-critical, or unique technical issues
Manage day-to-day Service Desk operations, ensuring efficiency and adherence to best practices
Oversee cloud-based services support, ensuring seamless integration and troubleshooting capabilities
Apply data analysis techniques to optimize Service Desk performance and enhance customer support outcomes
Collaborate with engineering and cybersecurity teams to improve incident response and resolution times
Implement continuous improvement initiatives to enhance overall Service Desk efficiency and effectiveness