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Tech Stack
Tools & technologiesServiceNowTypeScript
About the role
Key responsibilities & impact- Lead and manage Tier 1 Service Desk operations , ensuring timely and effective handling of user requests and incidents.
- Supervise and direct a team of Tier 1 analysts, including task assignment, workload balancing, and performance management.
- Serve as the first line of technical support for users, performing initial triage and resolving routine issues.
- Ensure compliance with SLAs, KPPs, and customer support performance metrics .
- Oversee intake, categorization, routing, and tracking of service desk tickets across all WDP environments.
- Ensure accurate and efficient handling of account requests, onboarding, access issues, and standard service requests .
- Monitor service desk performance and implement improvements to enhance response times, resolution rates, and user satisfaction.
- Coordinate escalation of issues to Tier 2 and Tier 3 support teams, ensuring end-to-end resolution tracking.
- Support development and maintenance of User Support Operations Plan (USOP) processes and procedures.
- Implement and improve automation and self-service capabilities (e.g., FAQs, knowledge base, chatbots).
- Analyze service desk metrics and generate reports on performance, trends, and improvement opportunities.
- Collaborate with platform, data, AI/ML, and engineering teams to resolve systemic issues and improve support processes.
- Support incident response activities, including identification, tracking, and coordination of system outages and performance issues.
- Lead training, onboarding, and development of service desk personnel.
- Participate in SAFe ceremonies and coordinate support activities aligned to Agile delivery cycles.
Requirements
What you’ll need- Active TS/SCI clearance.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or related technical discipline and 12+ years of relevant experience OR Master’s degree in a related field and 10 + years of relevant experience.
- At least one of the following foundational qualification pathways consistent with DoD 8140 requirements: Current DoD 8570/8140 baseline certification appropriate for Advanced Technical Support Specialist roles (e.g., CASP+, Security+, or equivalent), Offerings listed in the DoD 8140 Training Repository, Demonstrated equivalent training and experience qualifying under DoD 8140 foundational qualification alternatives.
- Experience leading IT service desk or user support operations in enterprise environments.
- Experience managing Tier 1 support teams and service delivery processes.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Management, or similar).
- Experience managing SLAs, KPIs, and service performance metrics.
- Strong leadership, communication, and stakeholder management skills.
Benefits
Comp & perks- Competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service desk operationsincident managementticketing systemsperformance managementautomationdata analysistechnical supportuser supportservice delivery processescompliance with SLAs
Soft Skills
leadershipcommunicationstakeholder managementteam supervisionworkload balancingtraining and developmentcollaborationproblem-solvingperformance improvementcustomer service
Certifications
TS/SCI clearanceDoD 8570/8140 certificationCASP+Security+