Service Desk Lead (Senior) (Fully Remote)

DecisionPoint Corporation; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

DecisionPoint Corporation seeks a Service Desk Lead to manage daily operations for the USMEPCOM ENLIST program. This remote role requires an active Secret clearance and supports 24/7/365 operations.

You will oversee queues, staffing, escalations, and VIP support, using ServiceNow to analyze trends and coordinate with process owners and government leadership, ensuring optimal service quality and compliance.

Qualifications

• Six years of enterprise IT support experience.
• ServiceNow expertise.

Responsibilities

• Oversee ticket queues, staffing schedules, escalations, VIP support, and service quality.
• Use ServiceNow to analyze trends and coordinate with process owners and government leadership.

Skills

Leadership

Communication

Problem solving

Tools

ServiceNow

Job description

• DecisionPoint seeks a Service Desk Lead to manage daily service-desk operations for the USMEPCOM ENLIST program.
• This remote position requires an active Secret clearance and supports 24/7/365 operational requirements.

Key Responsibilities:

• Oversee ticket queues, staffing schedules, escalations, VIP support, and service quality.
• Use ServiceNow to analyze trends and coordinate with process owners and government leadership.

Required Qualifications:

• Six years of enterprise IT support experience and ServiceNow expertise.
• Strong leadership, communication, and problem-solving skills.

DecisionPoint Corporation

DecisionPoint Corporation is an IT services company providing enterprise IT support and service-desk operations for government programs.

The company emphasizes equal opportunity and affirmative action in its workplace.