Service Desk Lead — DoD ITIL & VIP Incident Champion

Caelum Research Corporation; Huntsville (AL); Vor Ort; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Medical, Dental, Vision

Life Insurance

Short- & Long-Term Disability

Paid Leave & Holidays

401(k) Retirement Plan

Tuition/Training Assistance

Referral Bonuses

Zusammenfassung

Caelum Research Corporation in Huntsville, AL is hiring a Service Desk Lead to manage Tier 1/2 support for a major Army IT services contract. The role focuses on high-touch user support, ITIL-aligned operations, and performance-driven leadership.

You will oversee incident resolution, coaching, scheduling, and inter-team coordination across servers, networks, applications, and VTC/AV, while ensuring high customer satisfaction and executive communications. Security clearance is required.

Qualifikationen

• 8+ years enterprise service desk/end-user support with progressive leadership.
• Experience managing Tier 1/Tier 2 and SLA-driven operations.
• Strong ITIL incident, request, problem, knowledge, change and service-level management.
• Excellent customer-facing, escalation, coaching and written communication.
• DoD/Army secure-enterprise support experience.
• Ability to obtain and maintain required clearance/access.
• HDI credentials and Redstone Arsenal experience (preferred).

Aufgaben

• Lead Tier 1/Tier 2 intake, prioritization, troubleshooting, escalation, closure and knowledge capture.
• Own first-contact resolution, MTTR, aging, reopen rate, backlog, escalation and customer-satisfaction metrics.
• Provide workforce scheduling, queue balancing, coaching and quality review.
• Coordinate complex incidents across server, network, cyber, applications, database, VTC/AV and vendors.
• Establish VIP/executive support and major-incident communications.
• Convert recurring incidents into problem records, knowledge, self-service or automation.
• Use ticket and endpoint data to identify patterns and improve reliability.
• Produce performance metrics and CDRL inputs for Government leadership.
• Maintain surge and after-hours coverage.

Kenntnisse

People leadership

Customer-facing

ITIL processes

Problem management

Tools

ServiceNow

SCCM

Intune

Microsoft 365

Jobbeschreibung

Caelum Research Corporation in Huntsville, AL is hiring a Service Desk Lead to manage Tier 1/2 support for a major Army IT services contract. The role focuses on high-touch user support, ITIL-aligned operations, and performance-driven leadership.

You will oversee incident resolution, coaching, scheduling, and inter-team coordination across servers, networks, applications, and VTC/AV, while ensuring high customer satisfaction and executive communications. Security clearance is required.