Service Desk Operations Lead - ITSM & Improvement

Unissant; Bethesda (MD); On-site; USD 120,000 - 160,000; Full time

Job summary

Unissant, Inc. is seeking a Technical Lead - Service Desk Operations to join our team and support a federal client. The ideal candidate combines technical depth, service management expertise, and strong people leadership.

The role focuses on leading enterprise IT Service Desk, Contact Center, or ITSM operations, guiding Tier 0 and Tier 1 support, and driving continual service improvement to deliver high-quality customer support.

Qualifications

• Bachelor's Degree is required. Preferred field: IT, CS, Business or related; equivalent work experience considered.
• MBA/Master's Degree in a relevant field preferred.
• ITIL Foundation certification is required.
• ITIL Intermediate/Managing Professional or equivalent ITSM certification preferred.

Responsibilities

• Lead Service Desk Operations and Administration activities to provide a stable, effective, and efficient Service Desk environment.
• Develop, document, maintain, and periodically review Service Desk Operations and Administration procedures, including SOPs.
• Provide end-to-end ownership of Service Desk Incidents and Service Requests, including logging, tracking, resolution, escalation, and reporting.
• Lead Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, knowledge management, and customer support functions.
• Manage Service Desk performance through SLAs, OLAs, KPIs, utilization reporting, and customer satisfaction measurements.
• Analyze operational metrics, identify trends, implement corrective actions, and drive continuous process improvement.
• Coordinate resources during planned and unplanned critical events.
• Maintain escalation procedures and coordinate with internal teams, vendors, and other providers to resolve complex incidents and service disruptions.

Skills

ITIL knowledge

Leadership

Customer engagement

Service desk leadership

Education

Bachelor's Degree

MBA/Master's Degree

Tools

ITSM tools

Job description

Unissant, Inc. is seeking a Technical Lead - Service Desk Operations to join our team and support a federal client. The ideal candidate combines technical depth, service management expertise, and strong people leadership.

The role focuses on leading enterprise IT Service Desk, Contact Center, or ITSM operations, guiding Tier 0 and Tier 1 support, and driving continual service improvement to deliver high-quality customer support.