**Description**

The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD. The Service Desk (ESD) is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints.

This role is Remote from anywhere within the United States

+ Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts
+ Responsible for ticket assignment for completion
+ Responsible and leads for quality control processes, service improvement and performance monitoring, and problem management
+ Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests
+ Recommend system modifications to enhance the usability of Information Systems and ne...