Service Desk Lead
Listed on 2025-12-06
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IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Overview
Abacus Technology is seeking a Service Desk Lead to guide a team providing technical support for the Federal Law Enforcement Training Centers (FLETC). This is a full‑time position.
Responsibilities- Lead and manage service desk operations to ensure prompt, professional, and effective IT support for all users across FLETC facilities.
- Oversee the use and configuration of ITIL‑based service desk ticket management systems to track, monitor, and report on service requests and incidents.
- Provide technical guidance and mentorship to technical staff.
- Coordinate with other IT teams, vendors, and stakeholders to escalates and resolve complex technical issues.
- Develop, document, and implement standard operating procedures (SOPs) and service level agreements (SLAs) to ensure consistent service delivery.
- Monitor ticket queues, performance metrics, and customer feedback to identify trends and drive process improvements.
- Support IT projects by providing input on user impact, communication strategies, and service transition planning.
- Promote a culture of customer service excellence, accountability, and teamwork within the Service Desk environment.
5 years experience in the IT field providing help desk/service desk support. Bachelor’s degree in a related field. HDI, ITIL, and/or PMP certifications preferred. Experience providing operational, support, and management services for an enterprise service desk. Experience in implementing ITIL‑based methods of using industry‑recognized Service Desk ticket management software, such as Ivanti. Strong organizational, communication, and problem‑solving skills. Able to lead and motivate a team in a fast‑paced technical environment.
Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution. Experience implementing service improvement initiatives, performance metrics, and end‑user satisfaction programs desired. Must be a US citizen.
Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.
Equal Opportunity EmployerEOE/M/F/Vet/Disabled.
Location:
Artesia, NM.
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