Service Desk Lead: ITIL, Metrics & Team Leadership

Abacus Technology Corporation; Newport (OR); On-site; USD 80,000 - 110,000; Full time

Job summary

Abacus Technology Corporation, supporting NOAA OMAO in Newport, Oregon, seeks a Service Desk Lead to guide a front-line IT support team and ensure alignment with contract performance standards.

You will develop metrics, implement ITIL ITSM practices, lead incident and problem management, and coordinate with MACC and end-user services. The role requires a bachelor’s degree, US citizenship, and the ability to manage enterprise support across sites.

Qualifications

• 3+ years experience in an IT service desk environment
• Bachelor's degree in a related field
• Own service desk support across eight sites including ITSM tool configuration, VIP queue pre-routing, and the electronic handoff between tiers
• Experience with Incident and Problem Management practice
• Familiar with a Knowledge Management database
• Hands-on troubleshooting for tools and technologies across an enterprise platform
• Experience managing a tiered help desk providing enterprise level IT support
• Knowledge of service level agreements, tracking metrics, identifying trends, and providing deliverables
• Must have solid relationship management and performance management skills
• Excellent communication skills and the ability to manage customer and stakeholder expectations
• Must be a US citizen

Responsibilities

• Lead and guide the Service Desk team to meet NOAA contract performance standards
• Develop Service Desk reports capturing performance metrics and trends
• Recommend IT Service Desk tools, processes, staffing, and metrics
• Implement and adhere to ITIL ITSM best practices
• Research and recommend Service Desk improvements for software, hardware and peripherals
• Support Change and Configuration Management documentation for IT infrastructure
• Collaborate with MACC team to implement proactive ticket reduction
• Develop and maintain a web-accessible IT Service Catalog for end-users
• Provide end-user notifications for IT events and training sessions

Skills

ITIL/ITSM

Incident Mgmt

Knowledge Mgmt

Service Desk Lead

Stakeholder Mgmt

Communication

Education

Bachelor's Degree

Tools

ITSM Tools

Job description

Abacus Technology Corporation, supporting NOAA OMAO in Newport, Oregon, seeks a Service Desk Lead to guide a front-line IT support team and ensure alignment with contract performance standards.

You will develop metrics, implement ITIL ITSM practices, lead incident and problem management, and coordinate with MACC and end-user services. The role requires a bachelor’s degree, US citizenship, and the ability to manage enterprise support across sites.