Technical Lead (Service Desk Operations)

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it's a state of mind. We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Technical Lead (Service Desk Operations) for a Full-Time position.

Job Summary:

The Technical Lead (Service Desk Operations) will lead enterprise IT Service Desk, Contact Center, and IT Service Management (ITSM) operations in a complex operational environment. The role will provide technical leadership for Tier 0 and Tier 1 IT support operations, service management, workforce planning, performance management, escalation management, and continuous service improvement.
Minimum Years of Experience and Certifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience.
• Minimum of five (5) consecutive years of experience managing or leading enterprise IT Service Desk, Contact Center, or IT Service Management (ITSM) operations in an environment of similar size and complexity.
• ITIL Foundation certification required; ITIL Intermediate, Managing Professional, or equivalent certification preferred. The ITIL Foundation Certification should be achieved before Transition.
• Experience supporting Service Desk operations utilizing platforms such as ServiceNow, Cisco ACD, or equivalent enterprise ITSM and contact center technologies.
• Experience supporting Federal Government, healthcare, research, academic, or similarly complex organizations is preferred.

Required Skills and Experience

• Demonstrated experience leading Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, knowledge management, and customer support functions.
• Experience managing Service Desk performance through the use of service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and customer satisfaction measurements.
• Demonstrated ability to analyze operational metrics, identify trends, implement corrective actions, and drive continuous process improvement.
• Experience managing workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization.
• Demonstrated experience developing and maintaining operational procedures, knowledge articles, training materials, and service management documentation.
• Ability to coordinate effectively with Government personnel, technical teams, vendors, and other service providers to resolve complex incidents and service disruptions.
• Strong understanding of ITIL principles, service management best practices, root cause analysis, problem management, and continual service improvement.
• Excellent verbal, written, presentation, and customer engagement skills.
• Demonstrated ability to lead teams in a fast-paced, high-volume operational environment while maintaining service quality and customer satisfaction.
• Experience supporting organizational change initiatives, technology modernization efforts, and implementation of automation and self-service capabilities.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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