Lead Service Desk

To oversee IT support operations for a federal government contract, the full-time remote Service Desk Lead will manage a team of help desk professionals, ensuring exceptional customer service and effective troubleshooting of technical issues. Key responsibilities Supervise and mentor a team of IT help desk technicians, ensuring efficient resolution of user issues and fostering a collaborative team culture Oversee daily activities of the IT help desk, managing ticketing systems and ensuring timely resolution of incidents while maintaining high customer satisfaction Ensure compliance with federal regulations and cybersecurity policies, conducting audits and collaborating with cybersecurity teams to maintain secure IT infrastructure Required qualifications Bachelor's Degree in a relevant field such as computer science, information technology, or business administration 5 to 8 years of experience in IT support or help desk roles, with at least 2-3 years in a management position Certifications such as ITIL, CompTIA A+, or Certified Help Desk Manager (CHDM) are a plus In-depth knowledge of IT systems, infrastructure, and familiarity with government regulations and compliance standards Strong leadership abilities and effective communication skills with stakeholders and team members