Service Desk Lead

Overview DecisionPoint seeks a Senior Service Desk Lead to oversee enterprise help desk operations supporting a large federal and DoD-aligned mission environment. This role ensures daily operational excellence across Tier 1 and Tier 2 support teams, driving service quality, SLA adherence, escalation coordination, standard operating procedures, and performance reporting. The Service Desk Lead is responsible for workforce scheduling, queue management, ticket quality assurance, customer satisfaction metrics, incident trend analysis, and continuous improvement initiatives. This position serves as the operational leader for all help desk activities, ensuring a professional, responsive, and high-performing customer support experience. This position is fully remote. Duties & Responsibilities The Service Desk Lead will: Oversee daily service desk operations and ensure consistent delivery of high-quality user support. Manage help desk workforce scheduling, workload distribution, and queue management across multiple shifts. Ensure compliance with established SLAs, KPIs, and customer satisfaction goals. Lead the escalation process, ensuring timely handoff to Tier 2/3 teams and transparent communication with stakeholders. Conduct ticket quality reviews, trend analysis, and root cause identification for recurring issues. Maintain and enhance operational SOPs, troubleshooting guides, and knowledge base content. Produce weekly, monthly, and quarterly service desk performance reports for