IT Support Lead

The IT Support Lead leads daily SEC Customer Service Desk (CSD) operations supporting the ISS contract, including call-in, walk-in, email, and self-service portal intake channels as the primary front line for incident and service request management. This role ensures timely, high-quality resolution of tickets while enforcing ITIL-aligned incident, request, and escalation processes across the support team. The position supervises service desk technicians, manages queue health and Key Learning Indicators (KLIs)/SLA performance, and ensures complete, accurate documentation in the SEC IT service management platform. The lead collaborates with infrastructure and enterprise operations teams to resolve systemic issues, improve support workflows, and strengthen service delivery outcomes for SEC users. 

PRIMARY RESPONSIBILITIES 

Service Desk Operations Management 

• Lead day-to-day operation of the SEC Customer Service Desk as a single point of contact for incident reporting and service requests. 

• Coordinate coverage for call-in, walk-in, email, and self-service portal intake channels to meet SEC support windows and contract service commitments. 

• Ensure tickets are logged, categorized, and updated in the IT service management platform with complete lifecycle documentation. 

• Direct workflow execution to maintain timely response and resolution for end-user support needs. 

Incident, Request, and Escalation Control 

• Oversee end-to-end incident and outage management, including triage, prioritization, escalation, notification, and closure. 

• Guide technicians through complex technical issues and enforce standardized escalation procedures for unresolved tickets. 

• Ensure sensitive, timely handling of incidents affecting VIP and high-visibility users, applying defined impact/urgency criteria and escalation protocols. 

• Partner with cross-functional IT teams to restore service rapidly and minimize operational disruption. 

Team Leadership and Workforce Development 

• Supervise and mentor IT support technicians, providing technical guidance, coaching, and operational direction. 

• Assign workload across queues to balance capacity, improve throughput, and meet service-level targets. 

• Train staff on SOPs, ticket quality standards, and customer service expectations for consistent execution. 

• Support onboarding and continuous development of service desk personnel to improve team performance. 

Performance Management, Compliance, and Service Improvement 

• Track and report KLI/SLA performance metrics, ticket trends, and service outcomes to leadership. 

• Audit queue activity and ticket records for documentation accuracy, compliance, and closure quality. 

• Maintain and update support SOPs, workflows, and service delivery protocols in coordination with SEC stakeholders. 

• Identify recurring issues and drive corrective actions, knowledge updates, and process improvements to reduce repeat incidents. 

REQUIRED QUALIFICATIONS 

• Bachelor's degree in a relevant field (e.g., Information Technology, Computer Science, Engineering). In lieu of degree, additional years experience may be required.

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• This position is restricted to U.S. citizens only. Applicants must not hold dual citizenship with any other country to be eligible for work under this contract.

• Ability to obtain and maintain SEC Public Trust.

• Minimum 5 years of IT support experience in an enterprise service desk environment. 

• Minimum 2 years of leadership or supervisory experience managing service desk technicians. 

• Experience applying ITIL-based incident management, escalation control, and KLI/SLA-driven performance management. 

• Strong knowledge of ITIL processes, incident management, and Key Learning Indicators (KLIs). 

• IT service management (ITSM) ticketing systems for incident and service request lifecycle management. 

• Ticket queue monitoring, KLI/SLA compliance tracking, and performance reporting. 

• Escalation management and cross-team coordination for complex incident resolution. 

• Documentation accuracy and quality control within the ITSM system. 

PREFERRED QUALIFICATIONS 

• Experience leading service desk operations on a federal IT services contract. 

• Demonstrated success improving KLI/SLA attainment through queue optimization and workflow redesign. 

• Experience supporting high-visibility users and coordinating major incident communications. 

• Familiarity with SEC-style operational governance, audit support, and compliance-driven documentation practices. 

• Strong background in knowledge management and self-service enablement to reduce repeat tickets. 

• ITIL 4 Foundation 

• HDI Support Center Team Lead (SCTL) 

• ServiceNow Certified System Administrator (CSA)