Provides operational leadership for Service Desk services supporting a Federal Government client.
Ensures delivery of high-quality IT support in line with contractual SLAs, government standards, and customer expectations.
Key Responsibilities
Service Desk Operations
* Manage and oversee daily Service Desk activities, including staffing, ticket queues, and escalations.
* Serve as the primary escalation point for complex or high-impact service issues.
Performance & Service Management
* Monitor Service Desk metrics, identify trends, and drive continuous improvement initiatives.
* Ensure the team consistently meets or exceeds SLA, KPI, and customer satisfaction targets.
Leadership & Team Development
* Mentor, coach, and develop Service Desk staff to enhance technical and customer service capabilities.
* Foster a collaborative, accountable, and high-performing team culture.
Stakeholder & Client Engagement
* Build strong working relationships with government stakeholders and internal support teams.
* Participate in service reviews and operational meetings, providing clear reporting and insights.
Compliance & Security
* Ensure Service Desk operations comply with federal government policies, security requirements, and contractual obligations.
* Support audits, reviews, and reporting related to service delivery and compliance.
Key Qualifications
* Experience in an IT Service Desk or IT support environment with strong communication and problem-solving skills.
* Experience supporting a Federal Government or public sector account.
* Prior experience leading or informally supervising teams; familiarity with ITIL practices and service management tools.
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