Team LeaderSupervisor Service Desk

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 staff to enhance technical and customer service capabilities.

• Foster a collaborative accountable and high-performing team culture.

Stakeholder & Client Engagement

• Build strong working relationships with government stakeholders and internal support teams.

• Participate in service reviews and operational meetings providing clear reporting and insights.

Compliance & Security

• Ensure Service Desk operations comply with federal government policies security requirements and contractual obligations.

• Support audits reviews and reporting related to service delivery and compliance.

You will be successful in this role if you have:

Required

• Bachelors degree (BA/BS) with 24 years of relevant experience or an equivalent combination of education and experience.

• Experience in an IT Service Desk or IT support environment with strong communication and problem-solving skills.

Preferred

• Experience supporting a Federal Government or public sector account.

• Prior experience leading or informally supervising teams; familiarity with ITIL practices and service management tools.

Security Requirements

• NV1 security clearance minimum requirement

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