Service Desk Lead (Senior)

Computer World Services, Corp. (CWS) seeks a Service Desk Lead to manage daily service-desk operations for the USMEPCOM ENLIST program, overseeing ticket queues, staffing schedules, escalations, VIP support, service quality, knowledge practices, problem trends, and operational communications. The Service Desk Lead ensures incidents and requests are properly prioritized, assigned, tracked, escalated, resolved, and documented across all support tiers. The Lead works closely with the Government Service Desk Branch Chief, coordinates with ITSM process owners, and uses ServiceNow data to monitor performance, identify recurring issues, and recommend improvements to service quality and customer experience. Key Tasks & Responsibilities Lead day-to-day service-desk operations and manage incident, service-request, access-request, and problem queues across support tiers. Develop staffing schedules, shift coverage, workload assignments, and escalation rosters to meet established support hours and 24/7/365 requirements, including after-hours escalation. Monitor queue volumes, backlogs, response and resolution times, reassignment and reopen rates; identify tickets at risk of missing service levels; and lead daily queue reviews and shift handoffs. Coordinate priority and VIP support, ensuring clear ownership, timely escalation, and status through dashboards, email, or briefings. Prepare service notifications, outage messages, and maintenance communications for review and release through