Service Desk Lead

Company Description Netizen Corporation is an award-winning, ISO 27001/9001 and CMMI Level 3 certified provider of cybersecurity, compliance, and software assurance (DevSecOps) products and services. Recognized as America’s fastest-growing cybersecurity company and one of the nation’s top-growing businesses, Netizen is also a national “Best Workplace” known for strong benefits, community engagement, and inclusive culture. The company serves defense, government, and commercial clients with expertise in NIST RMF, security control assessment, and 24/7/365 cyber monitoring. Netizen’s commercial division delivers proactive protection through advanced tools and the Overwatch security analytics suite, which continuously scans systems and networks for threats. As a verified Service-Disabled Veteran-Owned Small Business, nearly half of Netizen’s workforce are military veterans, reflecting a mission-focused, values-driven environment.

Role Description As the Manager of Service Desk and PC Support you will manage, develop, and lead a team of desktop and service desk support professionals within a Highly End User-focused environment. This position works closely with the business units to ensure the needs of the overall IT end user support, including proactively monitoring service levels to ensure end user needs are being met across organizational functions. This position will oversee the delivery and support of those solutions to ensure that customer expectations are met or exceeded. Responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined service level metrics benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements.

Qualifications

· Bachelor’s degree in information technology, Information Science, related field.

· Three (5) years of experience leading a technical team, with an emphasis on coaching, mentoring, and talent development.

· Excellent interpersonal and communication skills, both written and verbal.

· Proven experience in strategic planning with an ability to make business recommendations rooted in value or results.

· Proven experience driving business impact based on understanding of customer needs with a focus on change management and understanding customer impact.

· Strong understanding of ITIL practices (ITIL certification preferred).

• · Experience with service management tools (e.g., ServiceNow, Ivanti, Jira Service Management, Freshservice).

Qualified individuals must have the ability with or without reasonable accommodation to perform the following duties:

· Oversee Supervision for PC Technicians and Service desk staff activities to ensure optimal support role impact to the organization.

· Provide data and reporting of service level KPI’s and trends to IT leadership and others in regular intervals.

· Reviews and assesses skill sets of the teams, identifies skill gaps deficiencies and develops appropriate training plans to meet customer expectations and departmental goals.

· Uses problem resolution to develop or recommended new standards to improve operations. Manages and coordinates urgent and complicated support issues to achieve timely resolution.

· Ensures devices follow the defined procurement and decommissioning standards.

· Ensure compliance with organizational policies, security standards, and audit requirements.

· Develops Service and Business Level Agreements to set expectations and measure performance.

· Develops an effective and workable framework for managing and improving customer IT support in the organization.

· Advises management on situations that may require additional client support or escalation.

· Guide, train, and mentor frontline technicians. Balance workloads and ensure appropriate shift coverage.

· Serve as the primary escalation point for complex or high-priority tickets. Ensure Service Level Agreement (SLA) targets are met or exceeded.

· Monitor ticket documentation, resolution quality, and customer satisfaction.

· Track support requests and analyze metric trends to generate periodic reports for IT management.

· Create and update troubleshooting guides and training documentation to increase self-sufficiency for end-users.

· Establishes training guidance and tips for customers and vendors.

· Support special projects and requests when required.

· Manage vendor relationships dependent upon daily operational needs.

· Other duties as assigned.