Service Desk Lead

Summary

At Valida Tek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top‑talent employees, Valida Tek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations.

We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third‑party validation.

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The Service Desk Lead is responsible for the leadership, coordination, and continuous improvement of enterprise Service Desk operations that support end users across mission‑critical IT environments. This position ensures efficient and customer‑focused delivery of IT support services, leveraging ITIL‑based processes, best practices, and enterprise ticketing systems such as HDI and Ivanti HEAT. The Service Desk Lead oversees daily operations, manages performance metrics, mentors staff, and ensures timely resolution of incidents and service requests.

This role bridges technical and managerial responsibilities, ensuring that service delivery aligns with organizational standards, contract requirements, and performance‑based objectives.

• Oversee the daily operation of the Service Desk, ensuring efficient handling of incidents, service requests, and problem tickets.
• Manage Service Desk workflows, prioritization, and escalation procedures to maintain high service quality and compliance with Service Level Agreements (SLAs).
• Monitor and analyze performance metrics (e.g., response time, resolution time, customer satisfaction) to identify trends and implement continuous improvement initiatives.
• Ensure proper documentation, knowledge base updates, and adherence to standard operating procedures.
• Conduct regular quality assurance reviews to ensure consistency and accuracy in end‑user support.

• Supervise and mentor Service Desk personnel, providing training, coaching, and technical guidance to enhance individual and team performance.
• Establish team goals and performance expectations aligned with organizational objectives.
• Foster a collaborative, high‑performance culture emphasizing accountability, communication, and customer service excellence.
• Coordinate staffing schedules to ensure adequate coverage during core and extended support hours.

• Serve as the senior escalation point for complex or high‑priority technical incidents that require advanced troubleshooting.
• Collaborate with Network, Systems, and Application teams to resolve cross‑functional technical issues.
• Maintain proficiency in IT infrastructure technologies, service desk tools, and enterprise applications to provide effective oversight and support.

• Implement and maintain ITIL‑based service management processes, including Incident, Problem, and Change Management.
• Leverage industry‑recognized ticket management systems, such as Ivanti HEAT, to improve service tracking and reporting capabilities.
• Identify opportunities to automate workflows, streamline processes, and improve service delivery efficiency.
• Support the development and maintenance of Knowledge Management and Configuration Management processes.

• Generate and deliver performance, trend, and compliance reports to management and Government stakeholders.
• Maintain open communication channels between Service Desk staff, IT management, and customer representatives.
• Participate in operational meetings, project planning sessions, and change advisory boards (CABs).
• Ensure end‑user communication is timely, professional, and informative, particularly during outages or major incidents.

• Minimum of 5 years of detailed experience in Help Desk / Service…