Remote Service Desk Lead: 24/7 VIP Support & SLA Champion

Computer World Services Corp.; Oregon; Hybrid; USD 90,000 - 125,000; Full time

Job summary

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

The role uses ServiceNow and requires coordination with the Government Service Desk Branch Chief and ITSM process owners. The position demands leadership, 6+ years in enterprise IT support, and strong customer-service skills, with a remote work option and after-hours coverage.

Qualifications

• Associate's or bachelor's degree in Information Technology or a related field.
• Minimum of six (6) years of relevant experience in enterprise IT support, service-desk operations, end-user support, or a related environment.
• Experience coordinating service-desk operations, including ticket queues, technician assignments, escalations, and schedules, using ServiceNow.
• Experience supporting incident, request, problem, knowledge, or service-level management, and analyzing operational data to identify trends.
• Strong leadership, written and verbal communication, and customer-service skills, including communication during priority incidents.

Responsibilities

• Lead day-to-day service-desk operations across incident, service-request, access-request, and problem queues.
• Develop staffing schedules and escalation rosters for 24/7/365 coverage.
• Monitor queue metrics and identify tickets at risk of SLA breaches.
• Coordinate priority and VIP support with dashboards and briefings.
• Prepare outage messages and maintenance communications.
• Serve as liaison among service-desk staff, the Branch Chief, ITSM process owners, and technical teams.
• Use ServiceNow to manage queues, dashboards, and knowledge articles.
• Review recurring incidents and coordinate known errors in the Known Error Database.
• Oversee knowledge article development and ticket quality reviews.
• Track customer satisfaction and recommend improvements.
• Produce operational reports and contribute to status reports.
• Maintain procedures, escalation matrices, and staffing plans; mentor staff.

Skills

Leadership

Communication

Customer service

ServiceNow

Education

Associate's or Bachelor's in IT

Tools

ServiceNow

Job description

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

The role uses ServiceNow and requires coordination with the Government Service Desk Branch Chief and ITSM process owners. The position demands leadership, 6+ years in enterprise IT support, and strong customer-service skills, with a remote work option and after-hours coverage.