Service Desk Lead (weekend) - Remote Eligible

Service Desk Lead

Responsible leading weekend service desk operations, overseeing IT service delivery to meet the needs of the CASTLE-NET program. Manages service delivery processes, coordinates with teams, and ensures compliance with CASTLE-NET policies and best practices. Works closely with stakeholders, customers, and service providers to ensure customer satisfaction, continuous improvement, and alignment with program objectives.

The Service Desk Lead provides supervisory and operational leadership for CASTLE-NET service desk functions. This role manages day-to-day service desk operations, leads shift teams, ensures quality service delivery, and serves as the primary escalation point for service desk issues. The Lead works closely with the Service Desk Manager on process improvements and strategic initiatives while maintaining focus on customer satisfaction and operational excellence.

Key Responsibilities

• Provide operational leadership and supervision of service desk operations
• Manage service desk shift operations and team coordination
• Serve as primary escalation point for service desk issues
• Monitor and ensure adherence to SLAs and quality standards
• Provide technical guidance and troubleshooting support
• Conduct service desk quality assurance reviews
• Train and mentor service desk personnel
• Generate shift reports and performance metrics

Required Qualifications

• Bachelor's degree in IT, Business Administration, or related field
• 6+ years of experience in service desk operations
• Minimum 2 years of supervisory or lead experience
• Strong understanding of ITIL principles and processes
• Proficiency with service desk and ITSM platforms
• Excellent problem-solving and technical troubleshooting skills
• Strong leadership and communication abilities
• Ability to manage multiple priorities in fast-paced environment

Job Specific Skills

• Service Desk Operations Leadership
• ITIL & IT Service Management Processes
• Technical Troubleshooting & Escalation Management
• Team Supervision & Mentoring
• Shift Operations & Quality Control

Preferred Skills

• ITIL Foundation certification
• ServiceNow platform expertise
• Federal IT operations experience
• Multi-site service desk coordination
• Performance metrics and reporting

Manage overall service desk operations and team performance

Provide leadership and supervision to service desk personnel

Establish and maintain service desk processes and workflows

Monitor and improve service desk metrics and KPIs

Ensure adherence to SLAs and quality standards

Implement continuous improvement initiatives

Manage service desk staffing, training, and development

Report on service desk performance to senior management

Bachelor's degree in IT, Business Administration, or related field

8+ years of experience in service desk or IT support operations

Minimum 3-4 years of service desk management or supervisory experience

Expert understanding of ITIL frameworks and best practices

Proficiency with service desk and ITSM platforms

Strong leadership, communication, and interpersonal skills

Ability to manage budgets and staffing effectively

Experience with federal IT operations and compliance

Service Desk Management & Operations

ITIL Framework & Best Practices

Team Leadership & Performance Management

Metrics & KPI Analysis

Incident & Change Management Processes

ITIL Foundation and Practitioner certifications

ServiceNow administration and customization

Federal compliance and security requirements knowledge

CASTLE-NET environment familiarity

Customer satisfaction and quality metrics expertise