Service Desk Lead

DecisionPoint seeks a Service Desk Lead to oversee Tier 1-3 IT support operations for a secure, enterprise-scale defense program. The Service Desk Lead will manage daily service delivery, ensuring incidents, requests, and access management activities are handled efficiently, securely, and in compliance with Department of Defense (DoD) policies and service-level agreements (SLAs).

This position leads the front line of system sustainment and customer engagement, coordinating support activities across cybersecurity, network, and application teams while driving continuous improvement in service quality and response time.

This position is fully remote.

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

The Service Desk Lead will:

Lead day-to-day Tier 1-3 service desk operations, ensuring timely incident resolution, service request fulfillment, and escalation management.

• Manage service workflows, queues, and ticket prioritization to maintain SLA compliance and customer satisfaction.

• Serve as the primary escalation point for complex technical issues, coordinating with engineering and cybersecurity teams for resolution.

• Develop and maintain Standard Operating Procedures (SOPs), troubleshooting guides, and escalation workflows.

• Oversee user account provisioning, access control, and password management in accordance with DoD identity and privilege standards.

• Ensure incident categorization, root cause analysis, and trend reporting for proactive issue prevention.

• Maintain service management tools (e.g., Remedy, ServiceNow, Jira Service Management) to ensure accurate data entry and reporting.

• Support Change, Configuration, and Release Management processes, verifying impact assessments and implementation readiness.

• Conduct regular service performance reviews and deliver management reports on incident volumes, SLA compliance, and recurring issues.

• Implement Continuous Service Improvement (CSI) activities to enhance response efficiency, ticket handling, and customer communication.

• Coordinate cross-functional collaboration with network, infrastructure, and application support teams for complex issue resolution.

• Develop and lead service desk training, mentoring staff on troubleshooting procedures, security policies, and customer service excellence.

• Manage onboarding of new support personnel and ensure compliance with operational and cybersecurity training requirements.

• Participate in disaster recovery and continuity of operations testing, ensuring service restoration processes are validated and documented.

• Maintain system and user documentation in alignment with program configuration management requirements.

• Support after-hours or on-call rotations as needed for mission-critical incidents.

Clearance Requirement:

• Must hold an active Secret clearance.

Education:

• Bachelor's degree in Information Technology, Computer Science, or a related field.

Experience:

• Minimum 7 years of experience in IT service delivery or technical support roles, including 3+ years of leadership experience.

• Proven experience leading Tier 1-3 help desk or IT service center operations in federal or defense environments.

• Experience managing service desk tools and workflows compliant with ITIL and DoD frameworks.

Technical Knowledge:

• Strong knowledge of IT service management (ITSM) frameworks and SLA-driven operations.

• Familiarity with incident, problem, and change management best practices.

• Experience with ServiceNow, BMC Remedy, Jira Service Management, or equivalent platforms.

• Working knowledge of network fundamentals, system administration, and cybersecurity principles.

• Understanding of Identity, Credential, and Access Management (ICAM) processes in DoD environments.

• Familiarity with RMF and STIG compliance in secure system operations.

• Experience tracking and reporting operational metrics through dashboards and analytics tools.

Certifications (Preferred):

• ITIL v4 Foundation (required or must be obtained within 90 days).

• CompTIA Security+ CE or equivalent DoD 8570 certification.

• HDI Support Center Manager (HDC-SCM) or Service Desk Institute certification (preferred).

Skills:

• Strong leadership, mentoring, and team coordination abilities.

• Excellent communication and customer service skills with a mission-focused mindset.

• Analytical and data-driven approach to service quality and trend management.

• Detail-oriented with the ability to manage priorities under tight deadlines.

• Proactive problem-solver dedicated to continuous improvement and operational excellence

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.