Remote Service Desk Lead - 24/7 Ops & VIP Support

Computer World Services Corp.; North Chicago (IL); À distance; USD 90 000 - 125 000; Plein temps

Résumé du poste

Computer World Services Corp. seeks a Service Desk Lead to manage daily service-desk operations for the USMEPCOM ENLIST program, overseeing tickets, staffing, escalations, VIP support, and service quality.

The Lead will leverage ServiceNow data to monitor performance, coordinate with the Government Service Desk Branch Chief, and drive improvements in incident resolution and customer experience, including after-hours support and 24/7/365 operations.

Qualifications

• Associate’s or bachelor’s degree in Information Technology or a related field.
• Minimum of six years of enterprise IT support, service-desk operations, end-user support, or related environment.
• Experience coordinating service-desk operations, including ticket queues, technician assignments, escalations, and schedules, using ServiceNow.
• Strong leadership, written and verbal communication, and customer-service skills, including communication during priority incidents.
• Experience supporting incident, request, problem, knowledge, or service-level management, and analyzing operational data to identify trends.

Responsabilités

• Lead day-to-day service-desk operations and manage incident, service-request, access-request, and problem queues across support tiers.
• Develop staffing schedules, shift coverage, workload assignments, and escalation rosters to meet support hours and 24/7/365 requirements.
• Monitor queue volumes, backlogs, response and resolution times, reassignment and reopen rates; identify tickets at risk of missing SLAs.
• Coordinate priority and VIP support, ensuring clear ownership and timely escalation.
• Prepare service notifications, outage messages, and maintenance communications for review and release.
• Serve as primary operational liaison among service-desk personnel, Branch Chief, ITSM process owners, and technical teams.
• Use ServiceNow to manage queues, assignments, dashboards, reports, and knowledge; ensure proper ticket closure.
• Review recurring incidents and coordinate Known Error Database updates and workarounds.
• Oversee development and maintenance of knowledge articles and conduct quality reviews of tickets and interactions.
• Track customer satisfaction, analyze trends, and propose improvements to processes and automation.
• Produce operational reports and dashboards and contribute to Monthly and Daily System Status Reports.
• Maintain service-desk procedures, escalation matrices, staffing plans, and templates; mentor staff.

Connaissances

Leadership

Communication

Customer service

ServiceNow

ITIL

Formation

Associate’s or Bachelor’s degree in IT

Outils

ServiceNow

Description du poste

Computer World Services Corp. seeks a Service Desk Lead to manage daily service-desk operations for the USMEPCOM ENLIST program, overseeing tickets, staffing, escalations, VIP support, and service quality.

The Lead will leverage ServiceNow data to monitor performance, coordinate with the Government Service Desk Branch Chief, and drive improvements in incident resolution and customer experience, including after-hours support and 24/7/365 operations.