Lead Helpdesk analyst with Security Clearance

Position Summary:

Seeking a Technical Lead to oversee remote IT service operations for a large-scale organizational enterprise. The position acts as a liaison between IT leadership, engineering, technical staff, and client stakeholders to deliver efficient, cost-effective support solutions. This role provides operational and strategic guidance for Tier 0 and Tier 1 end-user support in a high-volume contact center environment.

Key Responsibilities:

-Oversee enterprise Tier 0 and Tier 1 technical support workflows, including ticket triage, service request resolution, escalation protocols, and knowledge management.

-Monitor and manage operational performance using metrics such as SLAs, OLAs, KPIs, and customer satisfaction ratings.

-Evaluate operational trends, implement corrective strategies, and drive ongoing quality improvements.

-Direct workforce scheduling, queue distribution, surge capacity response, and overall service efficiency.

-Create and update operating procedures, technical knowledge bases, training assets, and service documentation.

-Coordinate across internal engineering teams, third-party vendors, and stakeholders to resolve critical system disruptions.

-Apply structured service management methodologies, root cause analysis, and continuous improvement practices.

-Lead high-performing technical teams in a fast-paced environment while maintaining high service standards.

-Support organizational modernization, automation, and self-service deployment initiatives.

Qualifications & Requirements:

- Experience:

Minimum 5 consecutive years leading enterprise-level IT Service Desk, contact center, or service management operations of comparable scale. Technical

Skills:

Hands-on experience directing operations via enterprise ITSM platforms, modern telephony/ACD systems, and integrated contact center technologies.

Education:

Bachelor’s degree in Computer Science, Information Systems, Business Administration, or equivalent operational experience.

Certifications:

ITIL Foundation required. Advanced ITIL certifications (e.g., Intermediate or Managing Professional) preferred. Clearance/Other:
Ability to clear standard public background investigations; flexibility to support multi-site or variable shift operations as required.