Service Desk Lead
DecisionPoint CorporationUnited States only
Apply now
Opens the original posting on Himalayas.
Apply nowSource: HimalayasApply on the original site
Companies in this catalog do not charge applicants. Never send money to apply.
Overview
DecisionPoint seeks a Senior Service Desk Lead to oversee enterprise help desk operations supporting a large federal and DoD-aligned mission environment. This role ensures daily operational excellence across Tier 1 and Tier 2 support teams, driving service quality, SLA adherence, escalation coordination, standard operating procedures, and performance reporting.
The Service Desk Lead is responsible for workforce scheduling, queue management, ticket quality assurance, customer satisfaction metrics, incident trend analysis, and continuous improvement initiatives. This position serves as the operational leader for all help desk activities, ensuring a professional, responsive, and high-performing customer support experience.