Service Desk Lead

Responsible leading weekend service desk operations, overseeing IT service delivery to meet the needs of the CASTLE-NET program. Manages service delivery processes, coordinates with teams, and ensures compliance with CASTLE-NET policies and best practices. Works closely with stakeholders, customers, and service providers to ensure customer satisfaction, continuous improvement, and alignment with program objectives.

The Service Desk Lead provides supervisory and operational leadership for CASTLE-NET service desk functions. This role manages day‑to‑day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

• Provide operational leadership and supervision of service desk operations
• Manage service desk shift operations and team coordination
• Serve as primary escalation point for service desk issues
• Monitor and ensure adherence to SLAs and quality standards
• Provide technical guidance and troubleshooting support
• Conduct service desk quality assurance reviews
• Train and mentor service desk personnel
• Generate shift reports and performance metrics

• Bachelor’s degree in IT, Business Administration, or related field
• 6 years of experience in service desk operations
• Minimum 2 years of supervisory or lead experience
• Strong understanding of ITIL principles and processes
• Proficiency with service desk and ITSM platforms
• Excellent problem‑solving and technical troubleshooting skills
• Strong leadership and communication abilities
• Ability to manage multiple priorities in fast‑paced environment

• Service Desk Operations Leadership
• ITIL & IT Service Management Processes
• Technical Troubleshooting & Escalation Management
• Team Supervision & Mentoring
• Shift Operations & Quality Control

• ITIL Foundation certification
• Service Now platform expertise
• Federal IT operations experience
• Multi‑site service desk coordination
• Performance metrics and reporting

• Manage overall service desk operations and team performance
• Provide leadership and supervision to service desk personnel
• Establish and maintain service desk processes and workflows
• Monitor and improve service desk metrics and KPIs
• Ensure adherence to SLAs and quality standards
• Implement continuous improvement initiatives
• Manage service desk staffing, training, and development
  
  Report on service desk performance to senior management

• Bachelor’s degree in IT, Business Administration, or related field
• 8 years of experience in service desk or IT support operations
• Minimum 3-4 years of service desk management or supervisory experience
• Expert understanding of ITIL frameworks and best practices
• Proficiency with service desk and ITSM platforms
• Strong leadership, communication, and interpersonal skills
• Ability to manage budgets and staffing effectively
• Experience with federal IT operations and compliance

• Service Desk Management & Operations
• ITIL Framework & Best Practices
• Team Leadership & Performance Management
• Metrics & KPI Analysis
• Incident & Change Management Processes

• ITIL Foundation and Practitioner certifications
• Service Now administration and customization
• Federal compliance and security requirements knowledge
• CASTLE‑NET environment familiarity
• Customer satisfaction and quality metrics expertise

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM’s overall compensation and benefits package for employees.

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