Service Desk Lead

JOB TITLE: Service Desk Lead

GOVERNMENT AGENCY: Department of Homeland Security (DHS), Federal Law Enforcement Training Center (FLETC)

POSITION INFORMATION: Full-Time Position

LOCATION: FLETC Headquarters – Glynco, GA; or other FLETC Training Delivery Points (TDPs) in Artesia, NM; Charleston, SC; or Cheltenham, MD (including the Washington, DC Office). Some services may be performed remotely. The place of performance will be dependent on the awarded proposal. 

POSITION TIMING: Contingent on Contract Award

PROGRAM OVERVIEW:

The Federal Law Enforcement Training Centers (FLETC), a component of the Department of Homeland Security (DHS), is responsible for training and supporting the training of federal, state, local, and tribal law enforcement officers—as well as international partners—who enforce laws, treaties, and regulations in the United States and abroad.

Headquartered in Glynco, Georgia, with additional training delivery points in Artesia, New Mexico; Charleston, South Carolina; and Cheltenham, Maryland, FLETC’s mission depends on reliable, secure, and efficient IT systems and user support across its nationwide infrastructure.

This program provides comprehensive Information Technology (IT) Delivery and Operations Support Services (DOSS) to sustain FLETC’s mission. The Service Desk Lead will play a vital role in managing user support operations, ensuring timely and effective issue resolution, and maintaining high levels of customer satisfaction across all FLETC locations.

POSITION SUMMARY: 

The Service Desk Lead will oversee the day-to-day operations of the IT Service Desk, providing leadership, coordination, and technical guidance to ensure efficient incident management and resolution. This position requires hands-on experience with ITIL-based service delivery, industry-standard ticketing tools, and a strong customer service orientation to support FLETC’s diverse user community.

The successful candidate will bring a blend of technical expertise, leadership experience, and a collaborative approach to drive service excellence and continuous improvement across IT support operations.

 RESPONSIBILITIES:

• Lead and manage Service Desk operations to ensure prompt, professional, and effective IT support for all users across FLETC facilities.
• Oversee the use and configuration of ITIL-based Service Desk ticket management systems, such as Ivanti HEAT, to track, monitor, and report on service requests and incidents.
• Provide technical guidance and mentorship to Service Desk staff, ensuring adherence to best practices and performance standards.
• Coordinate with other IT teams, vendors, and stakeholders to escalate and resolve complex technical issues.
• Develop, document, and implement standard operating procedures (SOPs) and service level agreements (SLAs) to ensure consistent service delivery.
• Monitor ticket queues, performance metrics, and customer feedback to identify trends and drive process improvements.
• Support IT projects by providing input on user impact, communication strategies, and service transition planning.
• Promote a culture of customer service excellence, accountability, and teamwork within the Service Desk environment.

 REQUIRED:

• Bachelor’s degree in Information Systems, Computer Science, Computer Engineering, or a related field, or equivalent experience.
• Minimum of 5 years of detailed experience in Help Desk or Service Desk operations.
• Minimum of 5 years of experience in IT operations, support, or management services.
• Hands-on experience implementing ITIL-based service management methods and using recognized Service Desk ticketing systems (e.g., Ivanti HEAT).
• Strong organizational, communication, and problem-solving skills.
• Proven ability to lead and motivate a team in a fast-paced technical environment.
• Ability to obtain a USCIS Public Trust security clearance.

 DESIRED:

• HDI, ITIL, and/or Project Management (PMP) certifications.
• Demonstrated experience managing enterprise-level Service Desk environments supporting federal or large-scale organizations.
• Experience implementing service improvement initiatives, performance metrics, and end-user satisfaction programs
• Commitment to continuous improvement and professional development within IT service management disciplines

 WORK ENVIRONMENT AND PHYSICAL DEMANDS: Candidate must be able to function in general office environment.

ITC Federal and Creek Technologies are equal opportunity employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.