Service Desk Lead

Job Description

CSCI Consulting is looking for a Service Desk Lead to support our Federal 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 communication standards
• Develop and maintain knowledge management practices to support shift-left strategies and improve first-contact resolution
• Provide VIP and executive support oversight, ensuring white-glove service and rapid response
• Coordinate with Infrastructure, Network, ITSM, and Engineering teams for cross-domain incident resolution
• Conduct weekly ticket quality reviews and implement corrective actions to improve performance
• Manage staffing, scheduling, and coverage to ensure operational continuity across DC and NYC locations
• Support onboarding and offboarding processes, including identity validation and access control coordination
• Track and report Service Desk metrics, including SLA performance, customer satisfaction, and operational trends
• Drive continuous improvement initiatives based on data trends, recurring issues, and performance metrics

Minimum Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). 
• 7+ years of IT support experience, including Service Desk operations in a federal or enterprise environment
• 3+ years of experience leading Service Desk or IT support teams
• Hands-on experience with ServiceNow ITSM (incident, request, and change management)
• Strong understanding of ITIL-based service management practices
• Experience supporting Microsoft 365, endpoint troubleshooting, and identity/access management
• Demonstrated experience managing SLAs, KPIs, and service performance reporting
• Ability to lead Major Incident response and coordinate cross-functional teams
• Strong communication and customer service skills
• Eligibility to obtain Tier 4 (High Risk Public Trust) clearance
• Creativity and adaptability in problem-solving
• Ability to work with clients to understand their needs
• Strong organizational and time-management skills
• Excellent written and verbal communication skills
• Professional presence

Preferred Skills

• ITIL v4 certification or equivalent
• Experience in Zero Trust environments and identity validation processes
• Familiarity with Azure AD (Entra ID), Okta, and ICAM processes
• Experience supporting hybrid environments (cloud + on-prem)
• Experience with knowledge management and shift-left strategies
• Strong analytical skills with experience in trend analysis and reporting dashboards
• Experience supporting federal clients, particularly in regulated environments (FISMA, NIST)
• Background in Service Desk transformation or service optimization initiatives
• Ability to work in a team environment, as well as independently
• Strong customer and vendor relationship skills
• Demonstrated ability to comply with data standards and policies
• Motivation to learn new technologies and methodologies that demonstrate value
• Past experience working with a Federal agency
• Federal experience is a plus!

About CSCI

CSCI is an award-winning information technology and financial management consulting firm founded on one simple philosophy: “Do what is right, always.” We apply this philosophy across all elements of our growing business, from delivering world-class services for customers to providing an environment where associates thrive both personally and professionally. At CSCI, work and fun aren’t diametrically opposed!

At CSCI, our goal is to hire people with proven track records and retain them with an energizing, diverse company culture. We value each associate’s natural drive to excel, and we provide them with the freedom to do things their way. CSCI seeks the best and brightest in the industry—those who are ready to move their lives and career forward. Join us today and get excited about Mondays again!

Benefits of Working at CSCI

• Competitive salaries
• Generous Paid Time Off (PTO) package
• Paid holidays aligned to the Federal calendar
• Full health benefits including medical, dental, vision, and life insurance 
• 401(k) retirement plan
• Team building events
• Professional development support 

 

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Legal

CSCI complies with all applicable Federal, state, and local employment regulations. Please reach out to HR@csciconsulting.com with any questions. 

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. CSCI provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

If you require an accommodation, please contact CSCI Human Resources for further assistance. For questions regarding the qualifications listed above, please contact the CSCI Recruiting Team.

E-Verify

CSCI participates in E-Verify to confirm the employment eligibility of all newly hired employees. For more information, please visit www.dhs.gov/E-Verify. 

California Consumer Privacy Act (CCPA) Notice

As part of the application and recruitment process, CSCI Consulting, Inc. may collect personal information as described under the California Consumer Privacy Act (CCPA). 

This information is collected solely for employment-related purposes, including evaluating your qualifications, processing your application, and complying with legal obligations. 

By applying to this position, you acknowledge that you have read and understand the following notice regarding the collection of your personal information as a job applicant: 

• Categories of Information Collected: Personal identifiers, employment history, educational information, and any other information provided in your application or as part of the interview process.
• Purposes for Collecting Information: To review your application, assess your qualifications, and manage the hiring process.
• Retention and Security: Information collected will be retained indefinitely and will be securely stored and handled in accordance with CCPA guidelines and CSCI Consulting, Inc. policies.
• Rights of Applicants: Under CCPA, California residents have the right to request information about the personal data we collect, delete it, and request restrictions on certain uses. However, some information may be retained as required by law. 

For further information, or to exercise your rights under the CCPA, please contact CSCI’s HR team. 

Disclaimer

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.