Service Desk Lead
Core
Lead embedded OCIO service-desk operations to provide responsive, customer-focused system support for PAE Fires users, managing intake, triage, escalation, and performance reporting to minimize downtime.
Role type
Senior IC Service Desk Lead
Builds
Customer support operations and service-level compliance for federal government users
Domain
Federal Government IT / Cybersecurity
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Enterprise service desk leadership, ticket management, SLA monitoring, hardware/software troubleshooting, escalation coordination, performance reporting, team coaching
Preferred skills
ITIL certification, DoD 8140 cybersecurity qualification, endpoint management, remote support tools
Technologies
Government-provided automated service desk systems, Windows-based computing environments, ticketing systems
Responsibilities
Lead embedded OCIO service-desk and user-support operations; Manage support requests via telephone, email, and automated systems; Direct diagnosis and troubleshooting of hardware and software issues; Establish escalation practices with server, network, and cybersecurity teams; Monitor adherence to service-level agreements; Analyze service-desk activity to identify trends and improvement opportunities; Generate detailed performance reports on ticket volumes and resolution times; Provide technical leadership, coaching, and quality oversight for service-desk personnel.
Seniority
Senior, hands-on IC with leadership responsibilities
