What are the responsibilities and job description for the Service Desk Lead position at Varmoda Tech LLC?
Roles and Responsibilities
- Lead and manage Tier I & Tier II Service Desk operations as Single Point of Contact (SPOC) for users
- Ensure SLA compliance for incident, request, and service delivery
- Oversee ticket quality, documentation standards, and ServiceNow usage
- Manage queue prioritization, escalation, and workload distribution
- Provide VIP/Executive support oversight ensuring high-touch service delivery
- Implement knowledge management and shift-left strategies
- Conduct weekly ticket audits and quality assurance reviews
- Coordinate with Infrastructure, Network, and Engineering teams for resolution
- Monitor customer satisfaction (CSAT) and service improvement initiatives
- Ensure adherence to Zero Trust principles and identity validation procedures
- Support user onboarding and offboarding workflows in coordination with IAM (Azure AD Okta), MFA, conditional access, and device posture controls
Education: Bachelor''s degree in IT or related field
Experience:
- Minimum 8–10 years of IT service desk/desktop support experience
- At least 5 years in a senior technical lead or supervisory role
- Demonstrated experience operating a ServiceNow-based ITSM environment as the system of record (incident, request, knowledge, CMDB).
- Working knowledge of Azure AD/Entra ID, Okta, conditional access, and Zero Trust access principles.
- Experience managing enterprise IT support operations (Tier I/II)
- ITIL v4 Foundation
- U.S. Citizen; eligible for and capable of obtaining Tier 4 (High Risk Public Trust) background investigation.
- (mandatory)
- Strong experience with ServiceNow ITSM platform
- Experience in SLA/KPI-driven environments
- Certifications: HDI Support Center Team Lead or HDI Desktop Support Manager, ServiceNow Certified System Administrator (CSA) or ITSM Implementation Specialist, Microsoft 365 Certified, CompTIA A , Network , or Security
- ITIL Intermediate / Managing Professional
- Experience in federal IT support environments
- Exposure to Microsoft 365, endpoint support, IAM workflows
- Experience supporting Zero Trust / secure access environments