Technical Lead - Service Desk Operations at Unissant in Bethesda, MD, USA

Job description

• We are seeking a Technical Lead - Service Desk Operations to join our team and support a federal client. The ideal candidate is a customer-focused IT operations leader who combines technical depth, service management expertise, and strong people leadership.
• The ideal candidate will have demonstrated experience managing and leading enterprise IT Service Desk, Contact Center, or IT Service Management (ITSM) operations in complex environments. This individual will lead Tier 0 and Tier 1 support operations, promote continuous service improvement, and ensure delivery of high-quality customer support.

Responsibilities

• Lead Service Desk Operations and Administration activities to provide a stable, effective, and efficient Service Desk environment.
• Develop, document, maintain, and periodically review Service Desk Operations and Administration procedures, including standard operating procedures.
• Provide end-to-end ownership of Service Desk Incidents and Service Requests, including logging, tracking, resolution, escalation, and reporting.
• Lead Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, knowledge management, and customer support functions.
• Manage Service Desk performance through service level agreements, operational level agreements, key performance indicators, utilization reporting, and customer satisfaction measurements.
• Analyze operational metrics, identify trends, implement corrective actions, and drive continuous process improvement.
• Manage workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization.
• Coordinate resources during planned and unplanned critical events.
• Maintain escalation procedures and coordinate with internal technical teams, vendors, and other service providers to resolve complex incidents and service disruptions.
• Provide status communications for planned and unplanned events, as needed.
• Maintain user and manager access to Service Request and Incident reporting information through approved tools and portals.
• Develop and execute procedures for conducting end-user satisfaction surveys.
• Maintain a continuous improvement program that enhances Service Desk service delivery.
• Identify and recommend solutions that reduce the need for end users to contact the Service Desk, including end-user training, self-help support, root cause analysis, automation, and self-service capabilities.
• Coordinate the availability of relevant environment and service documentation.
• Develop and maintain operational procedures, knowledge articles, training materials, and service management documentation.
• Support organizational change initiatives, technology modernization efforts, and the implementation of automation and self-service capabilities.

Requirements

• Minimum of five (5) consecutive years of experience managing or leading enterprise IT Service Desk, Contact Center, or IT Service Management operations in an environment of similar size and complexity.
• Experience supporting Service Desk operations using enterprise ITSM and contact center technologies.
• Demonstrated experience leading teams in a fast-paced, high-volume operational environment while maintaining service quality and customer satisfaction.
• Strong understanding of ITIL principles, service management best practices, root cause analysis, problem management, and continual service improvement.
• Experience supporting Federal Government, healthcare, research, academic, or similarly complex organizations is preferred.
• Excellent verbal, written, presentation, and customer engagement skills.
• Bachelor's Degree is required. Preferred field of study in Information Technology, Computer Science, Business Administration, or a related field of study; equivalent work experience may be considered.
• MBA/Master's Degree in a relevant field of study preferred.
• ITIL Foundation certification is required.
• ITIL Intermediate, ITIL Managing Professional, or an equivalent ITSM certification is preferred.
• Excellent verbal and written skills, ability to present proposals and performance data, comfortable interfacing all levels of organization.
• Ability to write clear and concise creative content in a highly confidential manner.
• Ability to translate technical, operational, and compliance-related information into clear messaging for executive, technical, and non-technical audiences.
• Ability to obtain and maintain a Public Trust clearance.

Skills

Required

• ITIL Foundation certification
• Service management best practices
• Root cause analysis
• Problem management
• Continual service improvement