Service Desk Lead

Company Overview

At ValidaTek, we modernize and optimize IT services to solve some of the most critical challenges facing federal civilian and defense agencies. From customers to partners to top-talent employees, ValidaTek puts people first, empowering them to exceed expectations and transform government organizations. Our success starts and ends with our people, so we built a company where great people can do great things, with the resources and autonomy to make decisions that transform organizations. We operate as one team of diverse people, united by a passion for continuous growth and optimization. Our commitment to quality and performance optimization is the reason why our IT Service Projects and New Development Projects have been appraised at CMMI Maturity Level 5, positioning us as one of a handful of elite companies to receive the highest form of third-party validation. www.validatek.com

Summary

We are seeking a talented Service Desk Lead who will be responsible for managing the daily operations of the DHS CBP Technology Services Desk (TSD), ensuring high-quality, 24x7 IT support services. This role oversees staff performance, ensures adherence to ITSM processes, and drives continual improvement to meet and exceed performance metrics, customer expectations, and contractual requirements.

Responsibilities

Operational Leadership

• Supervise and coordinate the daily activities of Service Desk staff to ensure effective 24x7 support coverage.
• Develop and maintain schedules, ensuring adequate staffing and backup support.
• Provide coaching, training, and mentoring to Level I and Level II Service Desk Specialists to foster professional growth and high performance.

Performance & Quality Management

• Monitor staff performance against defined service metrics and benchmarks, ensuring compliance with established processes and standards.
• Drive continual process improvements to enhance service quality, efficiency, and customer satisfaction.

Incident & Request Management

• Oversee the handling of service requests, incidents, and problem tickets, ensuring timely resolution.
• Coordinate urgent or escalated support issues, providing direction to staff and communicating effectively with stakeholders.
• Conduct root cause analysis to identify trends and implement corrective actions.

ITSM Process Oversight

• Provide oversight for ITSM processes, including:
  • Service Request, Incident, Change, Release, and Problem Management
  • Knowledge, Asset, Event, and Service Level Management
  • Service Catalog and CMDB Administration
  • Reporting and performance analytics
• Ensure ITSM tools, such as Jira or ServiceNow, are optimized and maintained to support operational efficiency.

Customer & Stakeholder Engagement

• Interact regularly with internal and external customers to manage expectations and ensure alignment with operational and contractual goals.
• Deliver performance updates and insights to leadership and stakeholders.

Qualifications

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent combination of education and experience).
• Clearance: Must be a US citizen with the ability to obtain CBP Suitability clearance.
• Experience:
  • Minimum 5 years of experience in IT service desk or technical support operations.
  • At least 2 years of experience leading or supervising service desk teams.
• Technical Skills:
  • Hands-on experience with ITSM platforms such as ServiceNow, Jira, or equivalent tools.
  • Strong understanding of ITIL-based service management processes.
• Certifications:
  • ITIL v3 Certification - required.
• Skills & Abilities:
  • Proven ability to manage multiple priorities in a dynamic, fast-paced environment.
  • Strong problem-solving and analytical skills with a focus on process improvement.
  • Excellent leadership, communication, and customer service skills.

EEO Statement

ValidaTek is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status.

Applicants who are selected for employment will be required to verify authorization to work in the United States.

Offers of employment will be contingent upon passing a post-offer background check.