Service Desk Lead

Overview

DecisionPoint is hiring a Service Desk Lead to manage customer support for the Defense Casualty Information Processing System (DCIPS) Future. You will lead daily operations, coordinate support across tiers, coach staff, and use performance data and user feedback to improve service.

You will coordinate Tier 0 self-service and Tier 1 through Tier 3 support, maintaining Total Contact Ownership through escalation and closure. You will also help develop and maintain the Customer Support Plan of Action and put the approved support model into practice with program leadership and technical teams

This position is fully remote. The DCIPS Future user-support service window is 8:00 a.m. to 4:30 p.m. Eastern Time, Monday through Friday, excluding government holidays. Individual work schedules are assigned to support that coverage. Participation in assigned after-hours or on-call rotations may be required for mission-critical incidents.

Duties & Responsibilities

• Lead assigned service-desk personnel, workflows, priorities, and coverage arrangements. Maintain clear ownership of incidents, requests, customer communications, escalations, and closure.
• Develop and maintain the assigned portions of the Customer Support Plan of Action, standard operating procedures, escalation paths, and support documentation through established review and approval processes.
• Coordinate the ticketing system, workflows, knowledge resources, staff access, and training needed before go-live. Put approved operating arrangements in place when service is activated.
• Monitor service performance, ticket aging, recurring issues, and customer feedback. Document exceptions to response and resolution targets and route supporting evidence for Government Technical Point of Contact validation through the program process.
• Coordinate escalated application, infrastructure, network, and cybersecurity issues with the responsible technical owners. Keep users informed and maintain ticket ownership through resolution.
• Oversee account and credential-management workflows, including provisioning, access changes, and deactivation, with appropriate identity checks, authorization, permissions, and audit records. Integrate applicable Zero Trust and access-control requirements into service workflows, staff training, and coordination with cybersecurity.
• Maintain reliable service-tool data, dashboards, and operational reporting. Coordinate DCIPS-related hardware exchange, repair-service support, and other service-provider dependencies.
• Use self-service content, troubleshooting guides, and training feedback to improve support. Maintain review, version-control, and publication procedures for knowledge and training materials.
• Review how changes and releases will affect support and whether the desk is prepared. Work with Configuration, Change, and Release Management, and refer decisions to the designated approval authorities.
• Lead staff onboarding, mentoring, application training, and preparation for operations. Coordinate checks of required access and security training before staff begin their assigned duties.
• Report trends, unresolved risks, staffing needs, and improvement recommendations to program leadership. Coordinate coverage and backup arrangements with the Program Management Office.
• Participate in service continuity and recovery exercises. Document findings and track corrective actions with the responsible owners.

Qualifications

• Active Secret clearance or higher.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• At least seven years of IT service-delivery or technical-support experience, including at least three years of leadership experience.
• Experience leading Tier 1 through Tier 3 help-desk or service-center operations in federal or defense environments.
• Experience managing ITIL-aligned service workflows, service-level performance, incident, problem, and change-management processes.
• Experience with ServiceNow, BMC Remedy, Jira Service Management, or equivalent platforms, including dashboards, metrics, and service reporting.
• Working knowledge of network fundamentals, system administration, cybersecurity, and DoD Identity, Credential, and Access Management processes.
• Familiarity with the Risk Management Framework and Security Technical Implementation Guides in secure operations.
• Strong leadership, mentoring, analytical, and communication skills, with the ability to manage competing priorities and coordinate technical and customer-service teams.
• ITIL 4 Foundation certification, or ability to obtain it within 90 days of employment.

Preferred certifications

• CompTIA Security+ CE
• HDI Support Center Manager or Service Desk Institute certification

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.