Service Desk Lead (Senior)

Overview DecisionPoint seeks a Service Desk Lead to manage daily service-desk operations for the USMEPCOM ENLIST program. This position oversees ticket queues, staffing schedules, escalations, VIP support, service quality, knowledge practices, problem trends, and operational communications. The Service Desk Lead ensures that incidents and requests are properly received, prioritized, assigned, tracked, escalated, resolved, and documented across all support tiers. The Lead works closely with the Government Service Desk Branch Chief and prepares communications, status information, and recommendations for release through Government-approved channels. This position also coordinates with Task 2 IT Service Management process owners to align service-desk activities with incident, request, problem, knowledge, access, change, configuration, service-level, and continual-improvement processes. The Service Desk Lead uses ServiceNow data to monitor performance, identify recurring issues, manage workload, and recommend improvements to service quality and customer experience. This position is remote, with Chicago-area candidates preferred. Participation in after-hours escalation and operational-support coverage may be required. Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. Duties & Responsibilities The Service Desk Lead will: Lead day-to-day service-desk operations across the USMEPCOM enter