What success looks like in this role:
Role Overview
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 ...