Service Desk Lead — AI-Driven Ops for 14k+ Users

STOPSO; Morgantown (WV); On-site; USD 85,000 - 90,000; Full time

Job summary

STOPSO, a government-facing IT services provider, seeks a Service Desk Lead to oversee daily Tier 1 operations and guide the Service Desk team. You will drive incident resolution, knowledge management, and SLA adherence for thousands of USPTO users, coordinating with engineers and government stakeholders.

Ideal candidates bring 5+ years of leadership in service desks, ITIL Foundation, and experience with ServiceNow to improve service delivery and customer satisfaction.

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

• Oversee daily Tier 1 Service Desk operations and lead Service Desk personnel.
• Ensure achievement of performance objectives and customer satisfaction goals.
• Monitor service metrics and SLA attainment for 14,000+ USPTO users.
• Coordinate escalations, major incident activities, and knowledge management.

Skills

Service Desk leadership

SLA management

Incident escalation

Education

Bachelor's degree in IT/Business or related

ITIL Foundation certification

Tools

ServiceNow

Job description

STOPSO, a government-facing IT services provider, seeks a Service Desk Lead to oversee daily Tier 1 operations and guide the Service Desk team. You will drive incident resolution, knowledge management, and SLA adherence for thousands of USPTO users, coordinating with engineers and government stakeholders.

Ideal candidates bring 5+ years of leadership in service desks, ITIL Foundation, and experience with ServiceNow to improve service delivery and customer satisfaction.