Service Desk Lead

*PREREQUISITES*

• Must be a US citizen
• Must Reside in the DMV Area (DC, Maryland, Virginia)
• Must have a minimum of 5-years Experience
• Bachelors Degree Preferred 

PLEASE NOTE: 

• No C2C Opportunities 
• Background check is Mandatory for the position 

General Job Description: Provides operational oversight and coordination of Service Desk activities supporting end users and enterprise operations. Responsible for escalation management, SLA monitoring, operational reporting, and Tier 2/3 coordination.

Key Responsibilities  

·        Manage day-to-day service desk operations.

·        Coordinate escalations and operational reporting.

·        Monitor SLAs and ticket queues.

·        Support Tier 2/3 troubleshooting coordination

Qualifications

-5+ years’ service desk or operations experience

-Bachelors Degree (BA or BS)

-Experience with ITSM tools and ticketing systems

- Recommended Certifications: ITIL Foundation preferred.

-Strong customer service and leadership skills