About this role
Lead a team of customer service technicians supporting an Army ITSM contract at CPE ST3 in Orlando. Manage day-to-day service desk operations, oversee ticket monitoring/prioritization, and serve as the escalation point for complex issues while tracking SLA and KPI performance.
Key Responsibilities
- Lead and supervise customer service technicians
- Manage service desk operations (ticket monitoring, prioritization, resource allocation)
- Escalate and resolve complex technical and customer issues
- Build ServiceNow dashboards for performance tracking (preferred duty)
- Ensure SLA and KPI compliance and maintain documentation/training
Technical Overview
Responsibilities include IT support across hardware, software, and network-related issues, plus ServiceNow-based reporting via dashboards for ticket trends and KPIs. Maintains IT process documentation and develops training programs for technicians.
Ideal Candidate
The ideal candidate is a lead-level IT support professional with 3–5 years of experience in IT support or customer service and proven ability to supervise service desk technicians. They are ServiceNow-capable (dashboards preferred), understand SLA and KPI tracking, provide escalation support for complex issues, and hold Security+ or A+ along with an active Secret clearance.
Must-Have Skills
3-5 years of experience in an IT support or customer service roleSecurity+ or A+ CertificationSecret ClearanceHigh School Diploma (or equivalent)Proficient in using and managing IT Service Management (ITSM) ticketing systemsspecifically ServiceNow (preferred but aligned to duties)
Nice-to-Have Skills
Proficient in using and managing IT Service Management (ITSM) ticketing systemsspecifically ServiceNowDemonstrated experience leading and motivating a technical support teamStrong problem-solving and troubleshooting skills with ability to diagnose and resolve technical issues efficientlyExcellent communication and interpersonal skills with customersAssistance with ServiceNow dashboard development
Tools & Platforms
ServiceNowServiceNow dashboards
Required Skills
IT Service Management (ITSM)ServiceNowservice desk managementticket monitoringticket prioritizationSLAsKPIsescalation managementhardware troubleshootingsoftware troubleshootingnetwork-related issue supporttraining programsdocumentation updates
Hard Skills
IT Service Management (ITSM)ServiceNow dashboardsServiceNowticket monitoringticket prioritizationservice desk managementSLAs (Service Level Agreements) complianceKPIs (Key Performance Indicators)IT support escalationhardware supportsoftware supportnetwork-related issue supporttroubleshooting guidesIT process documentationtraining programs for techniciansdocumentation updates
Soft Skills
Leadmentorand supervise a teamFoster collaborative environmentHandle escalations professionallyEffective communicationCustomer service leadershipLiaison communication between service desk and other IT departmentsConduct regular team meetingsProblem-solvingInterpersonal skills
Keywords for Your Resume
Customer Service Technician Team LeadCustomer Service TechnicianTeam LeadIT Service Management (ITSM)ITSMServiceNowServiceNow dashboardsservice deskticket monitoringticket prioritizationservice desk activitiesescalationtechnical and customer-related issuesSLAsService Level AgreementsKPIsKey Performance Indicatorshardware troubleshootingsoftware troubleshootingnetwork-related issuesSecret ClearanceSecurity+A+
Deal Breakers
Must hold Security+ or A+ certification, Must have Secret Clearance, Must have 3-5 years of experience in an IT support or customer service role, High School Diploma (or equivalent) required
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