Senior Service Desk Lead - Remote, SLA-Driven Ops

DecisionPoint Corporation; Reston (VA); On-site; USD 110,000 - 140,000; Full time

Job summary

DecisionPoint Corporation seeks a Senior Service Desk Lead to oversee enterprise help desk operations supporting a large federal and DoD-aligned mission environment. This role ensures daily operational excellence across Tier 1 and Tier 2 support teams, driving service quality, SLA adherence, escalation coordination, and performance reporting.

You will manage workforce scheduling, queue management, ticket quality assurance, incident trend analysis, and continuous improvement initiatives, while

Qualifications

• Active Top Secret clearance with Tier 5 background check.
• Bachelor's degree in Information Technology, Information Systems, or a related field.
• Minimum 10 years in service desk, IT support, or IT operations roles.

Responsibilities

• Oversee daily service desk operations and ensure high-quality user support.
• Manage help desk workforce scheduling, workload distribution, and queue management across multiple shifts.
• Ensure compliance with SLAs, KPIs, and customer satisfaction goals.
• Lead escalation processes with Tier 2/3 teams and transparent stakeholder communication.
• Conduct ticket quality reviews, trend analysis, and root-cause identification for recurring issues.
• Maintain and enhance SOPs, knowledge base, and QA processes.
• Produce weekly, monthly, and quarterly service desk performance reports for government stakeholders.
• Coordinate incident response activities with timely resolution and documentation.
• Manage onboarding and training of service desk staff.
• Implement continuous improvement initiatives to enhance efficiency and service reliability.
• Oversee ITSM platform usage and reporting functions.

Skills

Leadership

Communication

Analytical skills

Documentation

Customer service

Education

Bachelor's degree in Information Technology, Information Systems, Business Administration, or related field

Tools

ServiceNow

Remedy

Jira Service Management

Job description

DecisionPoint Corporation seeks a Senior Service Desk Lead to oversee enterprise help desk operations supporting a large federal and DoD-aligned mission environment. This role ensures daily operational excellence across Tier 1 and Tier 2 support teams, driving service quality, SLA adherence, escalation coordination, and performance reporting.

You will manage workforce scheduling, queue management, ticket quality assurance, incident trend analysis, and continuous improvement initiatives, while