Apply on Employer Site

Knowesis Inc. · 1 week ago

Service Desk Lead

Alexandria, VA

Full-time

Hybrid

Senior Level, Lead/Staff

9+ years exp

Knowesis Inc. is seeking a proactive and customer-focused Service Desk Lead to oversee Tier I and Tier II IT support operations for the DoD OIG’s Office of the CIO. This role ensures timely resolution of technical issues, promotes user satisfaction, and maintains compliance with federal IT service standards.

AnalyticsInformation TechnologyManagement Consulting

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Lead daily operations of the Service Desk, ensuring prompt and professional resolution of user issues

Supervise and mentor service desk technicians, providing guidance, training, and performance feedback

Serve as the primary escalation point for complex or high-impact technical issues

Monitor ticket queues, service levels, and performance metrics to ensure compliance with SLAs

Develop and maintain SOPs, knowledge base articles, and user support documentation

Coordinate with network, systems, and cybersecurity teams to resolve cross-functional issues

Support onboarding/offboarding processes, account provisioning, and hardware/software deployment

Ensure adherence to DoD IT policies, including RMF, asset management, and incident reporting

Provide regular reporting to Knowesis and government stakeholders on service desk performance

Foster a culture of responsiveness, accountability, and continuous improvement

Provide for expert Tier 1 assistance to inquiries on the features, functions and usage of Equipment and Software within 45 seconds of service request

Identify, escalate (e.g., Tier 2 and Tier 3 escalation), manage Incident Resolution and close Incidents and Service Requests including those escalated to Third Parties

Ensure appropriately trained Service Desk staff for Tier 1 support where applicable

Provide a monthly report to DoD OIG’s management regarding the top 10 reoccurring incidents, along with a detailed analysis and process improvement recommendations

Develop survey questions and methodologies for three types of surveys: End-user Satisfaction for sample of full end-user population; Customer Satisfaction for Key IT Stakeholders; Service Desk Customer Satisfaction for end-users contacting the Service Desk

Conduct quarterly End-user Satisfaction Surveys using approved questions and methodologies

Conduct quarterly Customer Satisfaction Surveys for Key IT Stakeholders using approved questions and methodologies

Conduct Service Desk Customer Satisfaction Surveys on an ongoing basis using approved questions and methodologies; report consolidated results monthly

Assist with the administration (Tier 1 or 2) of voice, video, and mobile device management tasks

Manage End-User accounts (e.g., account set up, password resets, account deletions and terminations) in relation to voice, video, and mobile services and provide administrative support (Online Directory services to maintain and update the directory in accordance with the Service Levels) for all Services contained in the PWS

Qualification

ServiceNowM365 productsIncident managementHelpdesk supportTechnical personnel managementProject Management ProfessionalITIL certificationCustomer serviceRemote troubleshootingConflict resolution

Required

Bachelor's degree from an accredited university in computer science, information systems, business administration, information technology

Minimum 9 years' experience in helpdesk/desktop support roles to include incident management, problem management, service request fulfillment, remote troubleshooting, hardware and software support, and customer service

Minimum 3 years' experience managing technical personnel, including performance management, training, scheduling, workload assignment, coaching, and conflict resolution

Minimum 2 years' experience with ServiceNow platform and M365 products in a production environment, with configuration and leveraging experience for ServiceNow Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online