Service Desk Lead - DHS Federal Law Enforcement Training Center; FLETC
Listed on 2025-10-30
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IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
Service Desk Lead - DHS Federal Law Enforcement Training Center (FLETC)
Join to apply for the Service Desk Lead - DHS Federal Law Enforcement Training Center (FLETC) role at ITC Federal
JOB TITLE: Service Desk Lead
GOVERNMENT AGENCY: Department of Homeland Security (DHS), Federal Law Enforcement Training Center (FLETC)
POSITION INFORMATION: Full Time Position
LOCATION: FLETC Headquarters – Glynco, GA; other FLETC Training Delivery Points (TDPs) in Artesia, NM;
Charleston, SC;
Cheltenham, MD;
Washington, DC Office. Some services may be performed remotely. The place of performance will be dependent on the awarded proposal.
POSITION TIMING: Contingent on Contract Award
ITC Federal, LLC is an information technology and consulting company focused on servicing the needs of the Federal Government. ITC’s mission is to apply earned expertise in Dev Sec Ops , Cloud Computing, Federal Financial Systems, App Dev, and Cyber Security to assist our clients in achieving their mission. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.
Program Overview
The Federal Law Enforcement Training Centers (FLETC), a component of the Department of Homeland Security (DHS), is responsible for training and supporting the training of federal, state, local, and tribal law enforcement officers—as well as international partners—who enforce laws, treaties, and regulations in the United States and abroad.
Headquartered in Glynco, Georgia, with additional training delivery points in Artesia, New Mexico;
Charleston, South Carolina; and Cheltenham, Maryland, FLETC’s mission depends on reliable, secure, and efficient IT systems and user support across its nationwide infrastructure.
This program provides comprehensive Information Technology (IT) Delivery and Operations Support Services (DOSS) to sustain FLETC’s mission. The Service Desk Lead will play a vital role in managing user support operations, ensuring timely and effective issue resolution, and maintaining high levels of customer satisfaction across all FLETC locations.
Position Summary
The Service Desk Lead will oversee the day‑to‑day operations of the IT Service Desk, providing leadership, coordination, and technical guidance to ensure efficient incident management and resolution. This position requires hands‑on experience with ITIL-based service delivery, industry-standard ticketing tools, and a strong customer service orientation to support FLETC’s diverse user community.
The successful candidate will bring a blend of technical expertise, leadership experience, and a collaborative approach to drive service excellence and continuous improvement across IT support operations.
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, such as Ivanti HEAT, to track, monitor, and report on service requests and incidents.
- Provide technical guidance and mentorship to Service Desk staff, ensuring adherence to best practices and performance standards.
- Coordinate with other IT teams, vendors, and stakeholders to elevate 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.
- Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, or a related field, or equivalent experience.
- Minimum of 5 years of detailed experience in Help Desk or Service Desk operations.
- Minimum of 5 years of experience in IT operations, support, or management services.
- Hands‑on experience implementing ITIL-based service management methods and using…
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