Provides operational leadership for the Enterprise Service Desk (Single Point of Contact – SPOC) supporting the End User Services Division (EUSD)
Organizes, directs, and manages service desk operations to ensure timely resolution of incidents and service requests, effective escalation management, and compliance with service level agreements (SLAs) and operational performance requirements
Oversees service desk personnel and daily operations including ticket management, workload balancing, shift coordination, escalation handling, and performance monitoring to maintain consistent, high-quality support for TSA users
Serves as the primary liaison between the service desk, program leadership, and TSA stakeholders to support major incidents, enterprise IT initiatives, and continuous service improvement efforts
Mentoring
Escalations
Executive communications
Workload balancing
Operational performance monitoring
Continuous improvement
SLA compliance
Managing shift hand-offs
Provide as needed support to other important service management and business activities to include: Major incidents Changes and releases Disaster recovery planning Reorganizations/M&A ITSM-tool-implementation projects

Requirements

Requires BA/BS in a technical or management discipline
Requires a minimum of 10 years of experience in IT service delivery, service desk operations, or end-user services support
Requires a minimum of 5 years of experience managing service desk teams or IT support operations in a large enterprise environment
Experience managing high-volume IT service desk operations supporting geographically distributed users
Strong customer service orientation with demonstrated ability to lead and collaborate with government customers, technical teams, and management
Strong analytical and problem-solving skills, along with excellent written and oral communication skills
Familiarity with End User Services (EUS) operations and IT service management frameworks (e.g., ITIL)
Proven skills in escalation management, performance monitoring, and process improvement
Excellent communication and interpersonal skills to effectively interact across organizational levels and stakeholders
Capable of obtaining TSA Suitability
Possess a Secret clearance

Benefits

competitive compensation
Health and Wellness programs
Income Protection
Paid Leave
Retirement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

IT service deliveryservice desk operationsend-user services supportescalation managementperformance monitoringprocess improvementticket managementworkload balancingdisaster recovery planningITIL

Soft Skills

mentoringexecutive communicationsanalytical skillsproblem-solving skillscustomer service orientationcollaborationinterpersonal skillscommunication skillsleadershipcontinuous improvement

Certifications

BA/BS in a technical or management disciplineTSA SuitabilitySecret clearance