Service Desk Lead

Leading with our people Digital Consultants mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality opportunity and creativity we remain dedicated to being honest trustworthy respectful and ethical in everything we do. We are a certified SBA 8(a) small disadvantaged business that supports multiple IT customers within the Federal civilian and private sectors. Digital Consultants also offers our employees growth opportunities competitive wages and a full benefits founding principles Fairness and Common Sense make working here more than a job; its the Digital family.

Digital Consultants is seeking a Service Desk Lead to support a government customer. The Service Desk Lead serves as the primary manager and coordinator for the customers IT Service Desk operations. This role oversees Tier 1 service desk staff and escalation processes to ensure timely effective and customer-focused IT support across classified and unclassified networks. The Lead is responsible for daily operations management adherence to service level agreements (SLAs) performance monitoring and continuous improvement of service desk procedures. Working closely with technical teams program management and government leadership the Service Desk Lead ensures seamless resolution of incidents accurate routing of requests and delivery of high-quality support services. This role requires strong leadership communication and technical expertise to manage staff maintain customer satisfaction and integrate tools such as ServiceNow and Microsoft 365 into support workflows.

Service Desk Lead duties to include:

• Supervise and direct daily activities of service desk specialists and desktop support staff.
• Manage ticket queues incident escalation and resolution performance in ServiceNow.
• Ensure timely response and resolution of end-user requests across NIPRNet SIPRNet and JWICS networks .
• Monitor SLAs including response time resolution rates and call/chat abandonment thresholds .
• Enforce quality control by verifying accurate incident routing and preventing misrouted tickets .
• Oversee completion of IT service requests (hardware/software installs moves adds changes and disposals) within required timelines .
• Conduct customer satisfaction surveys analyze results and provide improvement recommendations.
• Provide direct and priority support to senior leadership as required.
• Prepare and deliver required service desk reports metrics and regulatory compliance documentation .
• Collaborate with knowledge/content management teams to maintain service desk documentation and user guides.
• Train mentor and evaluate service desk staff to ensure professional growth and consistent service delivery.
• Act as the liaison between end users technical resolver groups and government stakeholders to address issues and improve support services.

Clearance Required (if any): Secret

Education: Minimum

• Bachelors degree from an accredited university in computer science information systems business administration information technology

Certifications:

• Required: Tier II Service Desk Equivalent
• Preferred: Information Technology Information Library (ITIL) v3 or later

Experience

• 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.
• 3 years experience managing technical personnel including performance management training scheduling workload assignment coaching and conflict resolution
• 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.

Benefits:

The company offers the following benefits to permanent full-time employees:

• Paid Time Off (PTO)
• Group health plans
• Income protection and supplemental benefits
• 401(k) plan with company matching Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Pet insurance options
• Employee Assistance Program (EAP)

Digital Consultants an inclusive and welcoming company is fully committed to hiring and retaining a diverse workforce without regard to race color religion sex (including pregnancy gender identity and sexual orientation) genetic information national origin age (40 or older) disability Veterans status or any other protected characteristic.

We provide reasonable accommodations to individuals who need assistance during any part of the employment process. If you need assistance navigating Digital Consultants job openings or applying for a position please send an email to or call . Please provide your contact information and let us know how we can assist you.