Service Desk Lead

Strategic Operational Solutions, Inc; Morgantown (WV); On-site; USD 65,000 - 90,000; Full time

Job summary

Strategic Operational Solutions (STOPSO) seeks a Service Desk Lead to oversee daily Tier 1 operations, act as the functional lead, and ensure SLAs for 14,000 USPTO users. The role can be filled onsite at a Government facility or a contractor facility.

The ideal candidate will have a Bachelor's in IT or related field, 5+ years in service desk leadership, and experience with ServiceNow and ITIL. ISO certifications and collaboration with government stakeholders are valued.

Qualifications

• Bachelor's degree in IT, Business, or related discipline.
• Five years of Service Desk leadership experience.
• Experience managing ServiceNow operations and SLA-driven organizations.
• ITIL Foundation certification.

Responsibilities

• Oversees daily Tier 1 Service Desk operations and leads Service Desk personnel.
• Ensures performance objectives, customer satisfaction, knowledge management, and operational SLAs for 14,000 USPTO users.
• Direct daily operations and queue management.
• Manage workforce scheduling, staffing forecasts, and incident coordination.
• Collaborate with APR, engineering, and Government stakeholders; support AI-enabled service management enhancements.

Skills

Service Desk leadership

ServiceNow operations

Queue management

Staffing forecasts

Knowledge management

Education

Bachelor's degree in IT, Business, or related discipline

Tools

ServiceNow

Job description

Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for the Service Desk Lead role that serves the organization. Your goal will be to provide customers with accurate, efficient, and courteous responses to their requests. This role could be filled both onsite at a Government facility or at a contractor provided facility.

STOPSO is ISO 9001, ISO 20000-1, ISO 27001 certified and CMMI-SVC Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Primary Responsibilities:

The Service Desk Lead oversees daily Tier 1 Service Desk operations and serves as the functional lead for Service Desk personnel. The lead ensures achievement of performance objectives, customer satisfaction goals, knowledge management requirements, and operational SLAs supporting more than 14,000 USPTO users.

Additionally, in this position you will:

• Serve as operational lead for Service Desk continuity planning and execution.

• Direct daily Tier 1 operations and queue management.


• Manage workforce scheduling and staffing forecasts.


• Monitor service metrics and SLA attainment.


• Coordinate escalations and major incident activities.


• Ensure consistency of ticket documentation and knowledge management practices.


• Conduct training, coaching, and performance oversight.


• Manage process improvement initiatives and operational reporting.


• Collaborate with APR, engineering, and Government stakeholders.


• Support AI-enabled service management enhancements.

Qualifications:

• Bachelor's degree in IT, Business, or related discipline.


• Five (5) years of Service Desk leadership experience.


• Experience managing ServiceNow operations and SLA-driven organizations.


• ITIL Foundation certification.

Desired Skills:

• HDI Support Center Manager.


• ITIL Managing Professional.


• Microsoft Service Management certifications.