Lead and manage a team of Tier 1 service desk analysts, ensuring high-quality technical support.
Serve as the first line of technical support for users, performing initial triage and resolving routine issues.
Escalate more complex problems to higher-tier teams as necessary.
Monitor and manage service desk ticketing system to ensure timely resolution of issues.
Develop and implement standard operating procedures for the service desk team.
Provide training and mentorship to service desk analysts to enhance their technical skills and customer service abilities.
Collaborate with other IT teams to ensure seamless support and knowledge transfer.
Track and report on key performance indicators (KPIs) for the service desk.
Ensure compliance with DoD security policies and procedures.
Conduct regular team meetings to review performance, discuss issues, and plan for upcoming tasks.
Maintain up-to-date knowledge of platform and related technologies.
Participate in continuous improvement initiatives to enhance service desk operations.
Provide exceptional customer service to all users, ensuring their technical issues are resolved efficiently.
Manage user accounts and permissions in accordance with security protocols.
Document and maintain accurate records of all service desk activities and resolutions.

Associate degree or higher from an accredited college or university OR Offerings listed in DoD 8140 Training Repository OR CASP+ or CCNP Security or CISA or SSCP
Minimum of 5 years of experience in a technical support role, with at least 2 years in a leadership position.
Strong understanding of IT service management (ITSM) principles and practices.
Experience with service desk ticketing systems and tools.
Excellent problem-solving and troubleshooting skills.
Strong communication and interpersonal skills.
Ability to work in a fast-paced, dynamic environment.
Demonstrated ability to lead and manage a team effectively.
Knowledge of DoD security policies and procedures.
Active Top Secret clearance.

Lead Service Desk Analyst

Key skills