Position Details

Salary $50K – $55K USD / year

Type Full-Time

Experience lead

Exp. Years 3-5 years

Education High School Diploma

Category IT Support & Helpdesk

About this role

Lead IT service desk operations for a government contract, overseeing daily service desk activities, ticket management, and escalation. Responsible for mentoring technicians, developing dashboards, and maintaining high customer service standards.

Key Responsibilities

Lead, mentor, and supervise a team of customer service technicians
Serve as primary escalation contact
Oversee daily service desk operations and ticket management
Monitor team performance against SLAs and KPIs
Develop ServiceNow dashboards to track performance

Technical Overview

ITSM and ServiceNow-based support with leadership responsibilities; hardware/software/network support; KPI and SLA management.

Ideal Candidate

The ideal candidate is an experienced IT service manager with a Secret clearance, strong leadership skills, and a proven track record of delivering ITSM-based support using ServiceNow. They should be capable of mentoring technicians, driving KPIs/SLAs, and coordinating enterprise IT operations.

Must-Have Skills

High School Diploma (or equivalent)3-5 years of experience in an IT support or customer service roleSecurity+ or A+ CertificationSecret Clearance

Nice-to-Have Skills

Demonstrated experience leading and motivating a technical support teamProficient in using ITSM ticketing systemsspecifically ServiceNow

Tools & Platforms

ServiceNowITSMService desk

Required Skills

Customer Service Technician Team LeadIT Service ManagementITSMServiceNowArmyCPE ST3Orlandoleadmentorsuperviseservice deskticketingdashboardsKPIKPISLAscustomer escalationhardwaresoftwarenetworktrainingdocumentationIT processeson-call rotation

Hard Skills

IT Service Management (ITSM)ServiceNowLeadershipTicketing systemsCustomer service

Soft Skills

LeadershipMentoringCommunicationProblem-solvingCollaboration

Certifications

Required

Security+ or A+ Certification

Industry & Role

Industry Government/Public Sector

Job Function Lead IT service desk operations and technician team for government IT support

Role Subtype IT Team Lead

Tech Domains ITSM / ServiceNow, ServiceNow, Security

Keywords for Your Resume

Customer Service Technician Team LeadDexian Government SolutionsIT Service ManagementITSMServiceNowArmyCPE ST3Orlandoleadmentorsuperviseservice deskticketingdashboardsKPISLAscustomer escalationhardwaresoftwarenetworktrainingdocumentationIT processeson-call rotationserviceNowsecret clearanceleadership

Deal Breakers

Secret Clearance required, Experience leading IT support teams, 3-5 years IT support experience

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