Remote Senior Service Desk Lead — 24/7 DoD VIP Support

Computer World Services Corp.; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

Computer World Services seeks a senior IT service desk supervisor to oversee incident, request, and problem queues across support tiers from a remote setting. The role requires ensuring prioritization, documentation, and timely escalation in a high-demand environment.

Candidates should have a degree in IT, at least six years in enterprise IT support, hands-on ServiceNow experience, and an active Secret clearance. Preference for DoD-style operations and after-hours coverage.

Qualifications

• Bachelor's or Associate's degree in IT or related field.
• Minimum six years' experience in enterprise IT support or service-desk operations.
• Experience coordinating service-desk operations using ServiceNow.

Responsibilities

• Oversee incident, service-request, access-request, and problem queues across support tiers.
• Develop staffing schedules, shift coverage, and escalation rosters for 24/7/365 support.
• Monitor queue volumes, response times, and backlogs; lead daily queue reviews and shift handoffs.

Skills

Queue management

Staff scheduling

ServiceNow coordination

Leadership

SLA / metrics monitoring

Education

Associate’s or Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Job description

Computer World Services seeks a senior IT service desk supervisor to oversee incident, request, and problem queues across support tiers from a remote setting. The role requires ensuring prioritization, documentation, and timely escalation in a high-demand environment.

Candidates should have a degree in IT, at least six years in enterprise IT support, hands-on ServiceNow experience, and an active Secret clearance. Preference for DoD-style operations and after-hours coverage.