Service Desk Lead

Job description

Job Description CSCI Consulting is looking for a Service Desk Lead to support our Fe deral client. In this role, the consultant serves as the single point of contact for all IT incidents, service requests, and user inquiries, ensuring timely service restoration, high-quality customer experience, and alignment with ServiceNow ITSM processes. The Service Desk Lead provides hands-on technical leadership, oversees Tier I and Tier II operations, ensures SLA compliance, and drives continuous improvement across service delivery. Responsibilities: - Lead daily Service Desk operations, providing oversight of Tier I and Tier II support functions and ensuring SLA compliance - Serve as the technical lead for Service Desk activities, providing hands-on troubleshooting and escalation support - Manage queue performance, prioritization, and escalation processes to meet response and resolution targets - Oversee ServiceNow ticketing quality, ensuring accurate documentation, categorization, and audit readiness - Coordinate Major Incident response and participate in bridge calls, communications, and post-incident reporting - Ensure delivery of high-quality customer service and maintain consistent comm...