Technical Lead - Service Desk Operations

Technical Lead (Service Desk Operations)
Bethesda, MD
Pay From: $75,000 per year

MUST:
Must be able to obtain and/or pass a Public Trust background check
5+ consecutive years of experience managing or leading enterprise IT Service Desk, Contact Center, or IT Service Management (ITSM) operations in an environment of similar size and complexity
Experience supporting Service Desk operations utilizing platforms such as ServiceNow, Cisco ACD, or equivalent enterprise ITSM and contact center technologies
Demonstrated experience leading Tier 0 and Tier 1 IT support operations
Strong understanding of ITIL principles and service management best practices
Excellent verbal, written, presentation, customer engagement, and leadership skills
Experience supporting Federal Government, healthcare, research, academic, or similarly complex organizations desired
Ability to work flexible hours and at multiple locations
ITIL Foundation certification required
ITIL Intermediate, Managing Professional, or equivalent certification desired
Bachelors degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience

DUTIES:
Lead Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, knowledge management, and customer support functions
Manage Service Desk performance through service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and customer satisfaction measurements
Analyze operational metrics, identify trends, implement corrective actions, and drive continuous process improvement
Manage workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization
Develop and maintain operational procedures, knowledge articles, training materials, and service management documentation
Coordinate with customer personnel, technical teams, vendors, and other service providers to resolve complex incidents and service disruptions
Apply ITIL principles, service management best practices, root cause analysis, problem management, and continual service improvement
Lead teams in a fast-paced, high-volume operational environment while maintaining service quality and customer satisfaction
Support organizational change initiatives, technology modernization efforts, automation, and self-service capabilities
Provide operational and technical leadership for enterprise Tier 0 and Tier 1 IT support services in a high-volume Service Desk environment
Lead enterprise Service Desk operations, manage service performance, coordinate complex incident resolution, and drive continuous service improvement
Use service data to identify opportunities to improve operational performance and service delivery
Work with IT managers, engineers, technicians, and the customer to ensure expectations are fulfilled in a timely and cost-effective manner

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act.