Service Desk Lead

Abacus Technology is seeking a Service Desk Lead to guide a team providing technical support for the Federal Law Enforcement Training Centers (FLETC). This is a full-time position.

Lead and manage service desk operations to ensure prompt, professional, and effective IT support for all users across FLETC facilities.
• Oversee the use and configuration of ITIL-based service desk ticket management systems to track, monitor, and report on service requests and incidents.
• Provide technical guidance and mentorship to technical staff.
• Coordinate with other IT teams, vendors, and stakeholders to escalate and resolve complex technical issues.
• Develop, document, and implement standard operating procedures (SOPs) and service level agreements (SLAs) to ensure consistent service delivery.
• Monitor ticket queues, performance metrics, and customer feedback to identify trends and drive process improvements.
• Support IT projects by providing input on user impact, communication strategies, and service transition planning.
• Promote a culture of customer service excellence, accountability, and teamwork within the Service Desk environment.

5 years experience in the IT field providing help desk/service desk support. Bachelor's degree in a related field. HDI, ITIL, and/or PMP certifications preferred. Experience providing operational, support, and management services for an enterprise service desk. Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software, such as Ivanti. Strong organizational, communication, and problem-solving skills. Able to lead and motivate a team in a fast-paced technical environment. Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution. Experience implementing service improvement initiatives, performance metrics, and end-user satisfaction programs desired. Must be a US citizen.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled