Technical Lead - Service Desk Operations

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. delivers innovative capabilities to the agencies that keep our nation healthy and safe. We apply our domain expertise, data acumen, and technology know-how to achieve breakthrough results for our clients. Working collaboratively, we advance missions and careers through a focus on honesty, integrity, and dependability. We continuously look for talent, excited to join that effort. To learn more about our exciting organization, please visit us at www.unissant.com.

We are seeking a Technical Lead - Service Desk Operationsto join our team and support a federal client. The ideal candidate is a customer-focused IT operations leader who combines technical depth, service management expertise, and strong people leadership.

The ideal candidate will have demonstrated experience managing and leading enterprise IT Service Desk, Contact Center, or IT Service Management (ITSM) operations in complex environments. This individual will lead Tier 0 and Tier 1 support operations, promote continuous service improvement, and ensure delivery of high-quality customer support.

Essential Duties and 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 standard operating procedures.

• 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 service level agreements, operational level agreements, key performance indicators, utilization reporting, and customer satisfaction measurements.

• Analyze operational metrics, identify trends, implement corrective actions, and drive continuous process improvement.

• Manage workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization.

• Coordinate resources during planned and unplanned critical events.

• Maintain escalation procedures and coordinate with internal technical teams, vendors, and other service providers to resolve complex incidents and service disruptions.

• Provide status communications for planned and unplanned events, as needed.

• Maintain user and manager access to Service Request and Incident reporting information through approved tools and portals.

• Develop and execute procedures for conducting end-user satisfaction surveys.

• Maintain a continuous improvement program that enhances Service Desk service delivery.

• Identify and recommend solutions that reduce the need for end users to contact the Service Desk, including end-user training, self-help support, root cause analysis, automation, and self-service capabilities.

• Coordinate the availability of relevant environment and service documentation.

• Develop and maintain operational procedures, knowledge articles, training materials, and service management documentation.

• Support organizational change initiatives, technology modernization efforts, and the implementation of automation and self-service capabilities.

Work Experience and Job Skills:

• Minimum of five (5) consecutive years of experience managing or leading enterprise IT Service Desk, Contact Center, or IT Service Management operations in an environment of similar size and complexity.

• Experience supporting Service Desk operations using enterprise ITSM and contact center technologies.

• Demonstrated experience leading teams in a fast-paced, high-volume operational environment while maintaining service quality and customer satisfaction.

• Strong understanding of ITIL principles, service management best practices, root cause analysis, problem management, and continual service improvement.

• Experience supporting Federal Government, healthcare, research, academic, or similarly complex organizations is preferred.

• Excellent verbal, written, presentation, and customer engagement skills.

Education:

• Bachelor's Degree is required. Preferred field of study in Information Technology, Computer Science, Business Administration, or a related field of study; equivalent work experience may be considered.

• MBA/Master's Degree in a relevant field of study preferred.

Certificates, Licenses and Registrations:

• ITIL Foundation certification is required.

• ITIL Intermediate, ITIL Managing Professional, or an equivalent ITSM certification is preferred.

Communication Skills:

• Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing all levels of organization.

• Ability to write clear and concise creative content in a highly confidential manner.

• Ability to translate technical, operational, and compliance-related information into clear messaging for executive, technical, and non-technical audiences.

Clearance Requirements:

• Ability to obtain and maintain a Public Trust clearance.

Travel:

• Travel may be required based on project and client needs.

• Work may be performed at government facilities, remote locations, or approved employee work locations in support of project requirements.

Environmental Requirements:

• Mainly a routine office environment.

• May be required to lift up to ten (10) pounds.

• Flexible in working extended hours.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Unissant management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, where applicable and available, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of this position.

Please note: Candidate(s) will be required to go through pre-employment screening.

Unissant, Inc. is a proud Equal Opportunity Employer! (EOE; M/F/Disability/Vets)