Senior Service Desk Lead — IT Operations & Excellence

Inserso Corporation; Washington (District of Columbia); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Job summary

Inserso Corporation is seeking a Service Desk Team Lead to oversee operations for a government customer. You will supervise a large user base across the USA, ensure SLA achievement, and drive continuous improvement in service delivery.

Required experience includes 4 years in service desk roles, team leadership, and a DOJ public trust background check. Proficiency with ServiceNow and Microsoft 365 is essential, with strong communication and collaboration skills.

Qualifications

• 4 years of Support experience, preferably in a Service Desk or Call Center environment.
• Experience as a Team Lead or Assistant Team Lead.
• U.S. Citizen with DOJ OJP T2 Public Trust background check.

Responsibilities

• Communicate with customers, stakeholders, service desk specialists and IT staff.
• Provide daily supervision and direction to Service Desk personnel.
• Operate the Service Desk per current policies/procedures and ensure staffing adequacy.
• Manage the daily mission for the Service Desk serving over 1,400 internal and 50,000 external users across the USA.
• Ensure service level objectives are met and customer expectations are fulfilled.
• Develop, document, and implement policies, processes, and procedures.
• Monitor QA activities and consolidate metrics/reports.
• Provide guidance based on metrics from the call management system (ServiceNow).

Skills

Team leadership

IT support

Customer service

ServiceNow knowledge

Communication

Tools

ServiceNow

Remedy

Microsoft 365

Job description

Inserso Corporation is seeking a Service Desk Team Lead to oversee operations for a government customer. You will supervise a large user base across the USA, ensure SLA achievement, and drive continuous improvement in service delivery.

Required experience includes 4 years in service desk roles, team leadership, and a DOJ public trust background check. Proficiency with ServiceNow and Microsoft 365 is essential, with strong communication and collaboration skills.