Service Desk Lead

Position Overview

The Service Desk Lead directs the day-to-day IT support activities of the Service Desk, with team-lead responsibilities for assigned staff. This role is accountable for ensuring continuity of computer, network, and application services for users throughout the organization and external customers through planning, technical leadership, and coordination of Service Desk work. The Service Desk Lead facilitates alignment of Service Desk operations with business processes and requirements, promotes best practices through outreach with stakeholders and customers, and provides technical direction and mentoring to Service Desk staff while contributing to budget forecasting, reporting, and continuous process improvement.

• Directs the day-to-day IT support activities of the Service Desk, with team-lead responsibilities for assigned staff.

• Accountable for ensuring continuity of computer, network, and application services for internal users and external customers through planning, technical leadership, and coordination.

• Facilitates alignment of Service Desk services with business processes and requirements, and drives continual improvement through promotion of best practices and outreach with stakeholders and customers.

• Contributes to IT goals within broad outlines provided by management, providing technical leadership and coordination to support continuity of computer, network, and application services.

• Forecasts equipment, software, and staffing needs for the Service Desk as required; provides input into project and program budgets.

• Assists in preparing and tracking Service Desk budget performance and reports on budget status as requested.

• Stays abreast of the latest developments in information technology and remains technically competent across Service Desk tools and processes, striving for enhanced user productivity through adoption of new technologies and more effective use of IT resources.

• Studies problems and capabilities, and recommends improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.

• Contributes short- and long-range Service Desk plans and improvement recommendations, with priority input to management.

• Verifies successful implementation of new tools/technologies by conducting monitoring and documentation audits.

• Supports technological research by studying organizational/customer goals, strategies, practices, and user needs relevant to the Service Desk.

• Supports feasibility studies for Service Desk improvements and contributes to systems project proposals.

• Oversees, directs, and mentors Service Desk Analysts and team leads; communicates job expectations and enforces organizational policies, procedures, and core values; provides input on recruiting, timecard approval, and performance reviews.

• Analyzes complex issues raised by the user community and/or clients and recommends technical solutions.

• Ensures consistency and maintainability of Service Desk processes and tools by helping create, maintain, and enforce standards/procedures.

• Supports staffing activities including recruiting, onboarding, and training of new Service Desk employees; maintains a safe and secure work environment and supports employees' growth opportunities.

• Communicates job expectations, monitors and appraises job results, and coaches/counsels Service Desk staff; helps coordinate and enforce systems, policies, and procedures.

• Bachelor's Degree in IT, Computer Science, or a related field, or equivalent relevant experience.

• 6–8 years of experience in Information Technology, with 2–5 years of experience leading or managing IT/Service Desk staff.

• Knowledge of computer hardware and software, including applications and programming, relevant to the supported environment.

• Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals.

• Obtain Secret Clearance

• ITIL Foundations or higher certification preferred.

• Strong communication skills; able to effectively communicate technical issues to…