IT Service Desk Lead — VIP Support & Escalations

DLH; Bethesda (MD); On-site; USD 75,000 - 95,000; Full time

Job summary

DLH is seeking an IT Service Desk Call Center Lead in Bethesda, MD to oversee daily operations, manage tickets, and ensure SLA adherence for NIH users. You will mentor staff, coordinate with telephony teams, and deliver hands‑on technical support across desktops, laptops, and NIH apps.

Required are a Bachelor's plus six years of experience or an equivalent combination, ServiceNow and Cisco ACD expertise, and the ability to obtain a Public Trust clearance.

Qualifications

• Bachelor’s degree with six years of technical support experience or equivalent combination of education and experience.
• Experience leading or coordinating an IT service desk or technical support call center, including workload management, coaching, and escalations.
• Hands-on experience using ServiceNow for incident management, request fulfillment, queue monitoring, reporting, and knowledge management, with familiarity with problem management processes.
• Hands-on experience with Cisco ACD or Cisco contact center tools, including queue monitoring, agent states, call handling, and operational reporting.
• Experience interpreting call center performance measures, including service level, average speed of answer, abandonment rate, average handle time, and agent availability.

Responsibilities

• Lead daily service desk call center operations, including staff assignments, call coverage, ticket prioritization, and shift handoffs.
• Monitor Cisco ACD queues, agent availability, call volumes, wait times, abandoned calls, and service levels; adjust staffing assignments and coordinate corrective actions as needed.
• Guide staff on Cisco ACD agent procedures, including login/logout, availability states, call transfers, and after‑call work.
• Coordinate with telephony administrators to address call routing issues, queue disruptions, and ACD configuration changes.
• Oversee ServiceNow incident and service request queues, ensuring accurate categorization, prioritization, assignment, documentation, and timely resolution.
• Monitor ticket aging, response and resolution targets, and SLA compliance; elevate tickets at risk of missing established targets.
• Serve as the first escalation point for service desk analysts, resolving complex technical and customer service issues and coordinating with technical specialists.
• Coordinate service desk communications during outages and major incidents, ensuring users receive timely updates and related tickets are documented appropriately.
• Review calls and tickets for quality, accuracy, troubleshooting effectiveness, and adherence to established procedures.
• Provide training, coaching, onboarding support, and ongoing technical guidance to junior staff.
• Prepare and review ServiceNow and Cisco ACD reports to identify workload trends, recurring issues, training needs, and opportunities for service improvement.

Skills

ServiceNow

Cisco ACD

Leadership

Ticket management

SLA monitoring

Windows support

macOS/Linux support

Documentation

Communication

Education

Bachelor’s degree

Associate degree

Tools

ServiceNow

Cisco ACD

Active Directory

Job description

DLH is seeking an IT Service Desk Call Center Lead in Bethesda, MD to oversee daily operations, manage tickets, and ensure SLA adherence for NIH users. You will mentor staff, coordinate with telephony teams, and deliver hands‑on technical support across desktops, laptops, and NIH apps.

Required are a Bachelor's plus six years of experience or an equivalent combination, ServiceNow and Cisco ACD expertise, and the ability to obtain a Public Trust clearance.