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

The Service Desk Lead is responsible for the leadership, coordination, and continuous improvement of enterprise Service Desk operations that support end users across mission-critical IT environments. This position ensures efficient and customer-focused delivery of IT support services, leveraging ITIL-based processes, best practices, and enterprise ticketing systems such as HDI and Ivanti HEAT.

The Service Desk Lead oversees daily operations, manages performance metrics, mentors staff, and ensures timely resolution of incidents and service requests. This role bridges technical and managerial responsibilities, ensuring that service delivery aligns with organizational standards, contract requirements, and performance-based objectives.

Responsibilities

Service Desk Operations & Management

• Oversee the daily operation of the Service Desk, ensuring efficient handling of incidents, service requests, and problem tickets.
• Manage Service Desk workflows, prioritization, and escalation procedures to maintain high service quality and compliance with Service Level Agreements (SLAs).
• Monitor and analyze performance metrics (e.g., response time, resolution time, customer satisfaction) to identify trends and implement continuous improvement initiatives.
• Ensure proper documentation, knowledge base updates, and adherence to standard operating procedures.
• Conduct regular quality assurance reviews to ensure consistency and accuracy in end-user support.

Leadership & Team Development

• Supervise and mentor Service Desk personnel, providing training, coaching, and technical guidance to enhance individual and team performance.
• Establish team goals and performance expectations aligned with organizational objectives.
• Foster a collaborative, high-performance culture emphasizing accountability, communication, and customer service excellence.
• Coordinate staffing schedules to ensure adequate coverage during core and extended support hours.

Technical Support & Escalation

• Serve as the senior escalation point for complex or high-priority technical incidents that require advanced troubleshooting.
• Collaborate with Network, Systems, and Application teams to resolve cross-functional technical issues.
• Maintain proficiency in IT infrastructure technologies, service desk tools, and enterprise applications to provide effective oversight and support.

Process Improvement & ITIL Implementation

• Implement and maintain ITIL-based service management processes, including Incident, Problem, and Change Management.
• Leverage industry-recognized ticket management systems, such as Ivanti HEAT, to improve service tracking and reporting capabilities.
• Identify opportunities to automate workflows, streamline processes, and improve service delivery efficiency.
• Support the development and maintenance of Knowledge Management and Configuration Management processes.

Reporting & Communication

• Generate and deliver performance, trend, and compliance reports to management and Government stakeholders.
• Maintain open communication channels between Service Desk staff, IT management, and customer representatives.
• Participate in operational meetings, project planning sessions, and change advisory boards (CABs).
• Ensure end-user communication is timely, professional, and informative, particularly during outages or major incidents.

Qualifications

• Minimum of 5 years of detailed experience in Help Desk / Service Desk operations.
• Minimum of 5 years of experience in IT operational, support, or management services.
• Experience in implementing and operating ITIL-based service management processes.
• Proficiency in Service Desk ticket management software, such as Ivanti HEAT, ServiceNow, Remedy, or equivalent.
• Strong leadership, communication, and problem-solving skills with the ability to manage both technical staff and customer relationships.

• Must be able to pass the DHS law enforcement background check.

Preferred Qualifications:

• Bachelor's Degree in Information Systems, Computer Science, or Computer Engineering (or equivalent experience).
• Certifications:
• HDI Support Center Analyst or Manager
• ITIL Foundation or Intermediate Certification
• Project Management Professional (PMP) or CompTIA Project+
• Experience leading Service Desk teams within federal government or defense environments.
• Familiarity with performance-based service models and continuous service improvement frameworks.

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.