Lead Helpdesk analyst with Security Clearance

Position Summary

Seeking a Technical Lead to oversee remote IT service operations for a large-scale organizational enterprise. The position acts as a liaison between IT leadership, engineering, technical staff, and client stakeholders to deliver efficient, cost-effective support solutions. This role provides operational and strategic guidance for Tier 0 and Tier 1 end-user support in a high-volume contact center environment.

Key Responsibilities

• Oversee enterprise Tier 0 and Tier 1 technical support workflows, including ticket triage, service request resolution, escalation protocols, and knowledge management.
• Monitor and manage operational performance using metrics such as SLAs, OLAs, KPIs, and customer satisfaction ratings.
• Evaluate operational trends, implement corrective strategies, and drive ongoing quality improvements.
• Direct workforce scheduling, queue distribution, surge capacity response, and overall service efficiency.
• Create and update operating procedures, technical knowledge bases, training assets, and service documentation.
• Coordinate across internal engineering teams, third-party vendors, and stakeholders to resolve critical system disruptions.
• Apply structured service management methodologies, root cause analysis, and continuous improvement practices.
• Lead high-performing technical teams in a fast-paced environment while maintaining high service standards.
• Support organizational modernization, automation, and self-service deployment initiatives.

Qualifications & Requirements

• Experience: Minimum 5 consecutive years leading enterprise-level IT Service Desk, contact center, or service management operations of comparable scale.

Technical Skills: Hands-on experience directing operations via enterprise ITSM platforms, modern telephony/ACD systems, and integrated contact center technologies.

Education: Bachelor’s degree in Computer Science, Information Systems, Business Administration, or equivalent operational experience.

Certifications: ITIL Foundation required. Advanced ITIL certifications (e.g., Intermediate or Managing Professional) preferred.

Clearance/Other: Ability to clear standard public background investigations; flexibility to support multi-site or variable shift operations as required.