Service Desk Lead

Overview

This position is physically located in Kuwait in support of LOGCAP. Under supervision of the Service Desk Supervisor and/or Manager, the Service Desk Lead will support the Service Desk Supervisor in operating a walk-in and call-in Work Order Reception Desk. This position provides the Service Desk Lead the opportunity to gain experience in supervising, coordinating, and overseeing the daily Service Order Reception Center operation.

This position reports to the Service Desk Supervisor and/or Manager and may exercise general supervision of Service Desk Senior and Technicians. Ensures personnel correctly capture data on maintenance work order requests and preventative maintenance inspection forms for upload into the Computer Maintenance Management System. Must have a home‑country driver's license and be able to acquire a U.S. Government driver's license.

• Provides appropriate training to Service Desk Seniors and Service Desk Technicians.
• Provides guidance and assistance to personnel in accomplishing their assigned duties and responsibilities.
• Ensures excellent customer service in addressing questions, complaints, and requests in a tactful manner via telephone, email, and face‑to‑face interaction.
• Enforces compliance with PWS and all applicable SOPs, PIOPS, and IOPS.
• Ensures the reliability, completeness, and accuracy of the CMMS database.
• Oversees the preparation of CDRLs and other required special reports.
• Monitors and provides work order status information to the Production Control Manager and/or Operations Manager for reporting to higher management.
• Sets priorities, plans, and organizes tasks.
• May be required to work rotational schedules, including day, mid, or night shift, and may be asked to work at different locations per mission requirements.
• Plans and provides day‑to‑day guidance to accomplish the mission, understands and improves the strengths and weaknesses of the team.
• Deals effectively with difficult customers.
• Anticipates and manages change, making it work for the team.
• Pays attention to detail, sets, enforces, and maintains high standards.
• Obtains further information for incomplete documents.
• Performs day‑to‑day administrative tasks such as maintaining information files and processing paperwork.
• May perform duties as the Service Desk Supervisor during their absence.
• Performs other duties as assigned.

• High School Diploma or equivalency. Some college courses in business or related field preferred.
• Must be able to obtain Installation Access Card (IAC).
• At least five years of experience in direct customer service communications.
• Approximately two years of work in a Service Desk or Customer Service environment.
• Approximately three years of experience in a leadership role.
• Experience working in a Service Desk or Customer Service environment.
• Good command of English language for phone, desk‑side, and email support.
• Previous supervisory, team‑leading, or management experience.
• Ability to deal with employees and external customers with a positive service‑oriented attitude.
• Knowledge of business and management principles involving strategic planning, resource allocation, leadership techniques, production methods, and coordination of people and resources.
• Knowledge of principles and processes for providing customer and personal services.
• Strong interpersonal and negotiation skills.
• Collaborative work style fostering cooperation and teamwork.
• Handles confidential company and employee information with discretion.
• Prioritizes responsibilities to handle a demanding workload.
• Works under pressure.
• High proficiency in English, including reading, writing, and communication.
• Intermediate proficiency in Word, Excel, and Outlook applications.
• High‑level organizational and planning skills to efficiently and accurately manage workflow.
• Ability to read, analyze, and interpret reports and documents.

• The Service Desk Lead has direct oversight of Service Desk Seniors and Service Desk Technicians.