IT Service Desk Lead Job at NTT DATA (Springfield)

Job Description

The Service Desk Lead will manage enterprise service desk and single point of contact operations supporting agencyit ser users, sites, and mission environments. This role will manage substantial program and technical support operations involving multiple projects, task orders, support teams, shifts, escalation paths, and service locations. The Service Desk Lead will organize, direct, and coordinate service desk execution, workforce coverage, incident/request intake, triage, escalation, communications, quality, and performance management.

Job Responsibility

Lead day-to-day enterprise service desk / single point of contact operations.
Manage 24x7x365 coverage, queue performance, escalation management, staffing, scheduling, and operational execution.
Organize, direct, and coordinate service desk activities across multiple support teams and locations.
Ensure incidents, requests, and inquiries are accurately logged, prioritized, assigned, documented, escalated, and resolved.
Monitor response times, resolution times, backlog, ticket aging, first-contact resolution, abandonment, reopen rates, and customer satisfaction.
Interface with Government management officials regarding service desk performance, issues, risks, conflicts, and corrective actions.
Coordinate with field support, ITSM, engineering, asset, and specialized support teams.
Support priority users, executive users, mission users, and other designated high-touch customer groups in accordance with applicable service expectations.
Maintain knowledge articles, scripts, runbooks, call flows, quality reviews, and service desk procedures.
Support transition, surge, continuity, and major incident communications.
Lead coaching, performance management, training, workforce readiness, and quality monitoring for service desk personnel.
Identify service desk improvement opportunities and partner with ITSM and innovation teams to implement corrective actions

Requirements

Master's degree, One-and-one-half years of additional experience may substitute for one year of a typical degree program.
Minimum 8 years of experience supporting Service Desk roles/responsibilities listed above.
ITILv4 (or higher) certification
HDI Support Center Manager, HDI Support Center Director, or equivalent certification.
Active Top Secret clearance

Nice to have

Experience managing 24x7x365 service desk or mission support operations.
Experience supporting aviation, law enforcement, national security, or other mission-critical customers.
Experience with ServiceNow reporting, workforce management, quality monitoring, and knowledge management.
Demonstrated experience managing IT service desk, help desk, single point of contact, contact center, or technical support operations.
Strong information technology expertise and ability to interface with all levels of management.
Experience with ITSM tools such as ServiceNow or comparable platforms.
Experience managing operational performance, staffing, quality, reporting, and issue resolution.
Strong communication, escalation, and stakeholder coordination skills.
Experience leading shift-based or high-volume support operations

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