Service Desk Lead

Description:

Labor Category: Service Desk Lead
Location: Onsite/Hybrid (as required by customer)
Clearance: Active SECRET (DoD/DCSA) required
Citizenship: U.S. Citizenship required

Overview

The Service Desk Lead oversees day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of technical issues while providing outstanding customer service to end users.

Responsibilities

• Manage IT Service Desk operations, including ticketing systems and response times.
• Lead, mentor, and support Service Desk staff.
• Develop and implement best practices for incident resolution and escalation.
• Monitor and report Service Desk metrics, KPIs, and SLA compliance.
• Communicate with end-users and stakeholders to ensure quality of service.
• Ensure compliance with IT security and federal information assurance requirements.
• Develop training, quick reference guides, and knowledge base documentation.

Requirements:

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 8+ years of IT support experience, with at least 3 years in a leadership role.
• Active SECRET clearance required.
• Proficiency in ITSM tools, Service Desk processes, and customer service management.
• Strong problem-solving and communication skills.
• Must have the following certifications: CompTIA Security+, CND, GFACT, GSEC

Core Competencies

• Leadership and team development
• Strong analytical and problem-solving skills
• Excellent written and verbal communication
• Customer service and client engagement focus
• Ability to work in fast-paced, mission-driven environments

Venesco LLC is a professional services firm supporting federal agencies through innovative solutions, expert program management, and highly skilled personnel. We are dedicated to delivering exceptional results that empower our clients to achieve their missions. We value collaboration, integrity, and excellence in all that we do. Join our team and contribute to impactful projects that shape the future of federal services.