Service Desk Lead (Senior) (Fully Remote)

Computer World Services; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

Computer World Services seeks a senior IT service desk supervisor to oversee incident, request, and problem queues across support tiers from a remote setting. The role requires ensuring prioritization, documentation, and timely escalation in a high-demand environment.

Candidates should have a degree in IT, at least six years in enterprise IT support, hands-on ServiceNow experience, and an active Secret clearance. Preference for DoD-style operations and after-hours coverage.

Qualifications

• Bachelor's or Associate's degree in IT or related field.
• Minimum six years' experience in enterprise IT support or service-desk operations.
• Experience coordinating service-desk operations using ServiceNow.

Responsibilities

• Oversee incident, service-request, access-request, and problem queues across support tiers.
• Develop staffing schedules, shift coverage, and escalation rosters for 24/7/365 support.
• Monitor queue volumes, response times, and backlogs; lead daily queue reviews and shift handoffs.

Skills

Queue management

Staff scheduling

ServiceNow coordination

Leadership

SLA / metrics monitoring

Education

Associate’s or Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Job description

• Oversee incident, service-request, access-request, and problem queues across support tiers, ensuring proper prioritization and documentation.
• Develop staffing schedules, shift coverage, and escalation rosters to meet 24/7/365 requirements, including after-hours support.
• Monitor queue volumes, response times, and backlogs; lead daily queue reviews and shift handoffs to maintain service levels.

Required Qualifications:

• Associate’s or bachelor’s degree in Information Technology or related field.
• Minimum of six years experience in enterprise IT support or service-desk operations.
• Experience coordinating service-desk operations using ServiceNow, including ticket queues, technician assignments, and escalations.

Preferred Qualifications:

• Experience leading a multi-tier federal or DoD service desk in a 24/7/365 environment.
• Experience managing VIP or executive-level technical support.
• ITIL 4 Foundation or ServiceNow Certified System Administrator certifications.

Other Requirements:

• Active Secret security clearance or higher is required.
• Remote position with preference for Chicago, IL area candidates; participation in after-hours escalation may be required.

Computer World Services

Computer World Services (CWS) provides IT service desk operations and support for government contracts. The company is an equal opportunity employer committed to diversity and inclusion, with a focus on delivering high-quality technical services.