Technical Lead, IT Service Desk & ITSM Ops

NuAxis Innovations; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

NuAxis Innovations seeks a Technical Lead (Service Desk Operations) to head enterprise IT Service Desk, Contact Center, and ITSM in a complex environment. You will provide technical leadership for Tier 0/1 support, service management, and continuous service improvement.

The ideal candidate has ITIL foundations, hands-on ServiceNow experience, and a track record delivering high-quality support in large organizations, including federal programs.

Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum of five years leading enterprise IT Service Desk/ITSM ops of similar size.
• ITIL Foundation cert required; Intermediate/Managing Professional preferred.
• Experience with ServiceNow, Cisco ACD or similar ITSM/CC platforms.
• Experience supporting Federal Government, healthcare, research, or academic environments preferred.

Responsibilities

• Lead enterprise IT Service Desk, Contact Center, and ITSM operations in a complex environment.
• Provide technical leadership for Tier 0 and Tier 1 support, service management, workforce planning, performance and escalation management, and continuous service improvement.
• Coordinate with Government personnel, technical teams, vendors, and service providers to resolve incidents and disruptions.
• Develop and maintain operational procedures, knowledge articles, and service management documentation.

Skills

ITIL knowledge

Leadership

Incident management

SLA / KPI management

Workforce planning

Service Desk operations

Customer engagement

Change management

Automation & self-service

Education

Bachelor’s degree in IT/CS/Business or related field

Tools

ServiceNow

Cisco ACD

ITSM platforms

Job description

NuAxis Innovations seeks a Technical Lead (Service Desk Operations) to head enterprise IT Service Desk, Contact Center, and ITSM in a complex environment. You will provide technical leadership for Tier 0/1 support, service management, and continuous service improvement.

The ideal candidate has ITIL foundations, hands-on ServiceNow experience, and a track record delivering high-quality support in large organizations, including federal programs.