Senior Deputy Service Desk Lead - PAE Fires IT Support

Pending Contract Award

Position Responsibility Summary:

• Primary Function - Deputy Leadership & Operations (PWS 1.16.6, 1.16.6.5): Serves as the deputy to the Senior Service Desk Lead, providing continuity of Service Desk leadership during periods of leave, surge demands, or personnel transitions. Assumes full Service Desk management authority in the Lead's absence, ensuring no gap in SLA enforcement, Government interface, or team oversight. Supports day-to-day operations, performance metrics generation, and trend analysis reporting across a volume of 4,000 tickets per month and 3,500 users.
• Cross-Functional Asset & Configuration Management (PWS 1.16.10, 1.16.5):** Cross-trained in Asset Management and Configuration Management. Ensures equipment deployments tracked through the Service Desk align with ASTS/DPAS records and CM baselines. Validates asset availability against the property book and confirms replacement devices match the approved CM baseline prior to directing deployment, reducing provisioning lead times and ensuring end-to-end accountability from ticket creation to delivery.