IT Service Desk Lead — VIP & SLA Champion

DHL Holdings Corp; Austin (TX); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

PTO

Medical, dental, vision insurance

401(k) retirement plan with matching

Training and certification support

Job summary

DLH Corp is seeking an IT Service Desk Call Center Lead to oversee daily operations for NIH users, manage ServiceNow tickets and Cisco ACD queues, and provide hands-on technical support. You will coordinate staffing, monitor performance, and escalate issues to deliver timely, customer-focused service.

The ideal candidate has a bachelor's degree with extensive experience in service desk leadership, ServiceNow and Cisco ACD, plus Windows, macOS, and Linux troubleshooting.

Qualifications

• Bachelor's degree or equivalent with several years of technical support leadership.
• Experience leading a service desk or call center with workload management and escalations.
• Hands-on ServiceNow incident management, queue monitoring, and reporting.

Responsibilities

• Lead daily service desk operations, staffing, ticket prioritization and shift handoffs.
• Monitor Cisco ACD queues, agent availability, call volumes, and SLA performance, adjusting as needed.
• Guide staff on ACD procedures, login/logout, and after-call work.
• Oversee ServiceNow incident queues, prioritization, and timely resolution.
• Provide training and coaching to junior staff; ensure knowledge articles are up to date.

Skills

Leadership

ServiceNow

Cisco ACD

Incident management

SLA monitoring

Windows 11

macOS

Linux

Microsoft 365

Customer service

Education

Bachelor's degree

Associate degree

Tools

ServiceNow dashboards

Cisco ACD tools

Job description

DLH Corp is seeking an IT Service Desk Call Center Lead to oversee daily operations for NIH users, manage ServiceNow tickets and Cisco ACD queues, and provide hands-on technical support. You will coordinate staffing, monitor performance, and escalate issues to deliver timely, customer-focused service.

The ideal candidate has a bachelor's degree with extensive experience in service desk leadership, ServiceNow and Cisco ACD, plus Windows, macOS, and Linux troubleshooting.