IT Service Desk Lead- TS Cleared

Job Summary

The Service Desk Lead will manage enterprise service desk and single point of contact operations supporting agency IT users, sites, and mission environments. This role will manage substantial program and technical support operations involving multiple projects, task orders, support teams, shifts, escalation paths, and service locations. The Service Desk Lead will organize, direct, and coordinate service desk execution, workforce coverage, incident/request intake, triage, escalation, communications, quality, and performance management.

The position is located in Springfield, Virginia.

• Lead day-to-day enterprise service desk / single point of contact operations.
• Manage 24x7x365 coverage, queue performance, escalation management, staffing, scheduling, and operational execution.
• Organize, direct, and coordinate service desk activities across multiple support teams and locations.
• Ensure incidents, requests, and inquiries are accurately logged, prioritized, assigned, documented, escalated, and resolved.
• Monitor response times, resolution times, backlog, ticket aging, first-contact resolution, abandonment, reopen rates, and customer satisfaction.
• Interface with government management officials regarding service desk performance, issues, risks, conflicts, and corrective actions.
• Coordinate with field support, ITSM, engineering, asset, and specialized support teams.
• Support priority users, executive users, mission users, and other designated high-touch customer groups in accordance with applicable service expectations.
• Maintain knowledge articles, scripts, runbooks, call flows, quality reviews, and service desk procedures.
• Support transition, surge, continuity, and major incident communications.
• Lead coaching, performance management, training, workforce readiness, and quality monitoring for service desk personnel.
• Identify service desk improvement opportunities and partner with ITSM and innovation teams to implement corrective actions.

• Master’s degree, with one-and-one-half years of additional experience substitutable for one year of a typical degree program.
• Minimum eight years of experience supporting Service Desk roles/responsibilities listed above.
• HDI Support Center Manager, HDI Support Center Director, or equivalent certification.

• Experience managing 24x7x365 service desk or mission support operations.
• Experience supporting aviation, law enforcement, national security, or other mission-critical customers.
• Experience with Service Now reporting, workforce management, quality monitoring, and knowledge management. Demonstrated experience managing IT service desk, help desk, single point of contact, contact center, or technical support operations.
• Strong information technology expertise and ability to interface with all levels of management.
• Experience with ITSM tools such as Service Now or comparable platforms.
• Experience managing operational performance, staffing, quality, reporting, and issue resolution.
• Strong communication, escalation, and stakeholder coordination skills.
• Experience leading shift-based or high-volume support operations.

The starting pay range for this role is $97,391–$162,319. Compensation depends on factors such as relevant experience, technical skills, and other qualifications. The position may also be eligible for incentive compensation based on individual and/or company performance. Benefits include medical, dental, vision insurance, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For Pay Transparency information, please refer to the company website. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.