Service Desk Lead - 24/7 VIP Support (Remote)

Computer World Services Corp. (CWS); North Chicago (IL); Remote; USD 90,000 - 120,000; Full time

Job summary

Computer World Services, Corp. (CWS) is seeking a Service Desk Lead to oversee daily service-desk operations for USMEPCOM ENLIST, managing queues, staffing, escalations, VIP support, and knowledge management.

The role requires coordinating with the Branch Chief and ITSM owners to ensure service quality and customer satisfaction. The ideal candidate will have 6+ years in enterprise IT support, strong leadership, and proven ServiceNow expertise to drive performance, reporting, and continuous

Qualifications

• Associate’s or bachelor’s degree in Information Technology or a related field.
• Minimum of six (6) years of relevant enterprise IT support or service-desk experience.
• Experience coordinating service-desk operations 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.

Responsibilities

• Lead day-to-day service-desk operations across incident, service-request, access-request, and problem queues.
• Develop staffing schedules and after-hours escalation rosters for 24/7/365 coverage.
• Monitor queue metrics and identify tickets at risk of SLA breaches; lead daily queue reviews.
• Coordinate priority and VIP support with clear ownership and status updates.
• Prepare service notifications and maintenance communications for review and release.
• Serve as operational liaison among service-desk personnel, the Branch Chief, ITSM process owners, and technical teams.
• Use ServiceNow to manage queues, dashboards, and knowledge; ensure proper categorization and closure of tickets.
• Review recurring incidents and coordinate Known Error Database entries.
• Oversee knowledge articles and conduct ticket-quality reviews.
• Track customer satisfaction and analyze trends; suggest improvements.
• Produce operational reports and contribute to Monthly Status Reports and Daily System Status Reports.
• Maintain service-desk procedures, escalation matrices, staffing plans, and templates; mentor staff.

Skills

ServiceNow

Incident management

Team leadership

VIP support

Knowledge management

Stakeholder communication

Education

Information Technology degree

Tools

ServiceNow

Job description

Computer World Services, Corp. (CWS) is seeking a Service Desk Lead to oversee daily service-desk operations for USMEPCOM ENLIST, managing queues, staffing, escalations, VIP support, and knowledge management.

The role requires coordinating with the Branch Chief and ITSM owners to ensure service quality and customer satisfaction. The ideal candidate will have 6+ years in enterprise IT support, strong leadership, and proven ServiceNow expertise to drive performance, reporting, and continuous