Service Desk Shift 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 Shift Lead oversees daily operational support activities for the CBP IT Service Desk during an assigned shift. This role ensures compliance with service level agreements (SLAs), provides technical and procedural guidance to Tier 1 and Tier 2 personnel, and acts as the escalation point for service issues requiring immediate attention. The Shift Lead monitors workflow, coordinates with CBP leadership and engineering teams, and ensures consistent delivery of high-quality customer support services. A strong blend of leadership, communication, and hands-on troubleshooting capability is required.

Responsibilities

• Lead daily Service Desk operations and support delivery for assigned shift.
• Serve as the primary escalation point for unresolved incidents and service requests from Tier 1 and Tier 2 staff.
• Monitor ticket queues and ensure adherence to SLAs for response, classification, escalation, and resolution.
• Assign and prioritize workloads across the shift team to maintain service continuity.
• Provide coaching, mentoring, and on-the-job training to Service Desk technicians.
• Track and coordinate Incident, Service Request, and Problem Management activities.
• Review shift activity logs and ensure accurate ticket documentation and closure.
• Prepare and deliver shift turnover reports to incoming leads and program leadership.
• Participate in and occasionally lead Incident Response conference bridges during outages or high-impact events.
• Collaborate with engineering, cybersecurity, communications, and field support teams to resolve escalated issues.
• Support onboarding and access provisioning activities for new CBP users and personnel transitions.
• Maintain and update knowledge base articles and operational documentation to improve consistency and efficiency.

Qualifications

• U.S. Citizenship required (per CBP security requirements).
• Ability to obtain and maintain CBP Public Trust / Suitability clearance.
• 5+ years of IT Service Desk or help desk experience, including experience performing Tier 2-level troubleshooting.
• 1-2 years of experience in a lead, supervisory, or shift coordination role in a Service Desk or IT support environment.
• Proficiency with:
  
  • Microsoft Windows 10/11 support
  • Office 365 and common CBP desktop applications
  • Active Directory account and access administration
  • VPN and remote connectivity troubleshooting
  • Enterprise ticketing and ITIL-based service management practices
• Strong written and verbal communication skills with the ability to interact with government stakeholders and senior leadership.

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.