Service Desk Lead – NIH VIP & Operational Excellence

DLH Corporation; Bethesda (MD); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

PTO and paid time off

Medical, dental, vision benefits

Supplemental life with AD&D

Disability coverage

401(k) retirement plan with matching

Education assistance & certifications

Training & e-learning resources

Job summary

DLH Corporation is seeking an IT Service Desk Call Center Lead to oversee NIH-focused service desk operations. You will manage daily call center activities, ticket queues in ServiceNow, and ensure timely resolutions while coordinating with telephony and IT teams.

You will mentor staff, review performance metrics, and prepare reports using ServiceNow and Cisco ACD. A strong background in Microsoft products and enterprise IT support is required for success.

Qualifications

• Bachelor’s degree with six years of technical support experience, or an associate degree with eight+ years, or equivalent.
• Experience leading a service desk or call center with workload management and escalations.
• Proficiency using ServiceNow for incident management and reporting.
• Experience with Cisco ACD and related center tools.

Responsibilities

• Lead daily service desk operations, including staff assignments and shift handoffs.
• Monitor ACD queues, staffing, call volumes, wait times, and SLA adherence.
• Guide agents on login, availability, transfers, and after-call work.
• Coordinate with telephony admins on routing and configuration changes.
• Oversee ServiceNow queues, prioritization, and documentation for incidents and requests.
• Review SLA metrics and escalate at risk tickets; act as first escalation point.
• Provide training, coaching, and onboarding support to juniors.
• Produce ServiceNow and ACD reports to identify trends and improvement areas.

Skills

Technical leadership

ServiceNow usage

Cisco ACD / contact center

Performance metrics

Ticket management

Desktops / laptops support

Microsoft productivity apps

Communication skills

Education

Bachelor's degree

Associate degree

Equivalent education/experience

Tools

ServiceNow

Cisco ACD

Job description

DLH Corporation is seeking an IT Service Desk Call Center Lead to oversee NIH-focused service desk operations. You will manage daily call center activities, ticket queues in ServiceNow, and ensure timely resolutions while coordinating with telephony and IT teams.

You will mentor staff, review performance metrics, and prepare reports using ServiceNow and Cisco ACD. A strong background in Microsoft products and enterprise IT support is required for success.