Service Desk Lead

ArdentMC; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Ardent seeks a Service Desk Lead to oversee day-to-day service desk operations in our New York area office, ensuring timely incident resolution and high user satisfaction.

You will lead technicians, manage provisioning and access controls, and coordinate with technical teams to improve service delivery while upholding security and compliance requirements.

Qualifications

• Bachelor’s degree or equivalent work experience in IT or related field.
• Minimum 5 years in service desk or IT support with leadership responsibilities.
• Experience managing service desk operations in an enterprise environment.
• Strong knowledge of incident management, ticketing systems, and IT service management processes.

Responsibilities

• Lead daily service desk operations and ensure timely resolution of incidents and requests.
• Supervise and support Service Desk Technicians, including task assignment and escalation management.
• Manage user provisioning, identity and access management, and privileged access controls.
• Oversee ticket management, prioritize work, and ensure SLA compliance.
• Maintain CMDB records, asset tracking, and system configurations.
• Ensure secure handling of sensitive data per security requirements.
• Coordinate with technical teams to resolve complex issues and improve service delivery.
• Monitor incident trends, identify root causes, and implement improvements.
• Enforce ITIL/ITSM best practices and compliance with contracts and security requirements.
• Contribute to continuous improvement initiatives for service desk performance.

Skills

Leadership

Incident management

ITSM

IAM

Security & access controls

Education

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience

Tools

ServiceNow

ITSM platforms

Job description

Ardent is seeking a Service Desk Lead to join our team.

This is anon-site position located in New York.

Position Description:

Ardent is seeking a Service Desk Lead to oversee day-to-day service desk operations, ensuring efficient delivery of end-user support services and maintaining high levels of system availability and user satisfaction. This role will provide leadership to service desk personnel, manage incident and request workflows, and ensure secure handling of enterprise systems and user access.

Responsibilities and Duties:

• Lead daily service desk operations, ensuring timely resolution of incidents and service requests.


• Supervise and support Service Desk Technicians, including task assignment, performance oversight, and escalation management.


• Manage user account provisioning, identity and access management, and privileged access controls.


• Oversee ticket management processes, ensuring accuracy, prioritization, and adherence to SLAs.


• Maintain and update system configurations, CMDB records, and asset tracking systems.


• Ensure proper handling of sensitive operational and financial data in accordance with security requirements.


• Coordinate with technical teams and stakeholders to resolve complex issues and improve service delivery.


• Monitor trends in incidents and requests, identifying root causes and implementing improvements.


• Enforce IT service management best practices and ensure compliance with contract and security requirements.


• Support continuous improvement initiatives to enhance service desk performance and user experience.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.


• Minimum of 5 years of experience in service desk or IT support roles, including leadership responsibilities.


• Experience managing service desk operations in an enterprise environment.


• Strong knowledge of incident management, ticketing systems, and IT service management processes.


• Experience with identity and access management, including privileged account administration.


• Ability to obtain a Tier 4 (High Risk Public Trust) background investigation.


• Must be eligible for and capable of receiving privileged, administrative, or configuration-level system access.

Preferred Qualifications:

• Experience with ServiceNow or similar ITSM platforms.


• ITIL Foundation or higher certification.


• Experience supporting federal or highly regulated environments.


• Strong understanding of CMDB, asset management, and configuration control processes.

Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process prior to receiving system access. We highly encourage all Veterans and those with disabilities to apply.

Ardent is an equal opportunity employer. We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression, or any other basis protected by state, local, or federal law.