Service Desk Lead (Senior)

About the role

Computer World Services, Corp. (CWS) seeks a Service Desk Lead to manage daily service-desk operations for the USMEPCOM ENLIST program, overseeing ticket queues, staffing schedules, escalations, VIP support, service quality, knowledge practices, problem trends, and operational communications.

The Service Desk Lead ensures incidents and requests are properly prioritized, assigned, tracked, escalated, resolved, and documented across all support tiers. The Lead works closely with the Government Service Desk Branch Chief, coordinates with ITSM process owners, and uses ServiceNow data to monitor performance, identify recurring issues, and recommend improvements to service quality and customer experience.

Key Tasks & Responsibilities

• Lead day-to-day service-desk operations and manage incident, service-request, access-request, and problem queues across support tiers.
• Develop staffing schedules, shift coverage, workload assignments, and escalation rosters to meet established support hours and 24/7/365 requirements, including after-hours escalation.
• Monitor queue volumes, backlogs, response and resolution times, reassignment and reopen rates; identify tickets at risk of missing service levels; and lead daily queue reviews and shift handoffs.
• Coordinate priority and VIP support, ensuring clear ownership, timely escalation, and status through dashboards, email, or briefings.
• Prepare service notifications, outage messages, and maintenance communications for review and release through the Government Service Desk Branch Chief.
• Serve as primary operational liaison among service-desk personnel, the Branch Chief, ITSM process owners, and technical teams, and coordinate resolution of escalated incidents.
• Use ServiceNow to manage queues, assignments, dashboards, reports, and knowledge, ensuring tickets are accurately categorized, documented, validated with customers, and properly closed.
• Review recurring incidents, initiate or recommend problem records, and coordinate known errors and workarounds in the Known Error Database.
• Oversee development, review, and maintenance of knowledge articles, and conduct quality reviews of tickets, communications, and customer interactions.
• Track customer satisfaction, analyze trends, and recommend technical, procedural, staffing, training, knowledge, and ServiceNow automation improvements.
• Produce operational reports and dashboards, and provide inputs to Monthly Status Reports and Daily System Status Reports.
• Maintain service-desk procedures, escalation matrices, staffing plans, and templates, and mentor service-desk personnel.

Education & Experience

Required

• Associate's or bachelor's degree in Information Technology or a related field.
• Minimum of six (6) years of relevant experience in enterprise IT support, service-desk operations, end-user support, or a related environment.
• Experience coordinating service-desk operations, including ticket queues, technician assignments, escalations, and schedules, using ServiceNow.
• Experience supporting incident, request, problem, knowledge, or service-level management, and analyzing operational data to identify trends.
• Strong leadership, written and verbal communication, and customer-service skills, including communication during priority incidents.

Preferred

• Experience leading a multi-tier federal or DoD service desk in a 24/7/365 environment supporting geographically dispersed users.
• Experience managing VIP or executive-level technical support.
• Experience developing ServiceNow reports, dashboards, workflows, or queue-management views.
• Experience with knowledge management, Known Error Database practices, ticket-quality reviews, and technician coaching.
• Experience supporting major incidents, outage communications, and root-cause analysis.

Certifications

• Required: None.
• Preferred: CompTIA A+, ITIL 4 Foundation (and additional ITIL practice training), or ServiceNow Certified System Administrator.

Security Clearance

• Active Secret clearance or higher is required.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

Work Environment / Travel

• Remote position; Chicago, IL-area candidates preferred.
• Participation in after-hours escalation and operational-support coverage may be required.

Administrative Notes: Period of Performance: March 1, 2027 - February 28, 2033

Contract Start Date: March 1, 2027

Note: By applying to this position, the candidate acknowledges and consents to having their resume included in an active competitive Government contract bid.