Service Desk Lead: Customer Support & SLA Champion

Dunhill Professional Search & Government Solutions; Quantico (VA); On-site; USD 84,000 - 105,000; Full time

Job summary

Dunhill Professional Search & Government Solutions is seeking a Service Desk Manager to oversee daily external-facing service desk operations, guiding a team of analysts and ensuring high customer satisfaction.

The role combines hands-on support with leadership, with hours 6A-2P or 12P-8P ET. Competitive compensation ranges from $83,500 to $105,000 per year, depending on experience, and requires Active Secret clearance.

Qualifications

• Associates or Bachelor's degree required, or equivalent experience.
• Strong customer-facing technical support or service desk background.
• Minimum 3+ years in customer-facing support; 1+ year supervisory experience.

Responsibilities

• Supervise and mentor Service Desk Analysts handling calls, chats, and tickets.
• Act as escalation point for complex issues and unhappy customers.
• Monitor queues in real time to meet SLAs and response targets.
• Track metrics like CSAT/NPS, AHT, FCR, SLA compliance, backlog.
• Develop and maintain knowledge base, macros, and procedures.
• Coach agents on product knowledge and de-escalation techniques.

Education

Associate degree

Bachelor's degree

4 years relevant experience

Tools

Zendesk

Salesforce

Freshdesk

ServiceNow

Job description

Dunhill Professional Search & Government Solutions is seeking a Service Desk Manager to oversee daily external-facing service desk operations, guiding a team of analysts and ensuring high customer satisfaction.

The role combines hands-on support with leadership, with hours 6A-2P or 12P-8P ET. Competitive compensation ranges from $83,500 to $105,000 per year, depending on experience, and requires Active Secret clearance.