Morgan McKinley Hiring! Full Time Information Technology Service Desk Team Lead in Federal Territory - Ricebowl

Service Desk Team Lead

We are looking for a proactive Service Desk Team Lead to manage L1 support operations and lead a team of Service Desk Agents. The role is responsible for ensuring timely incident resolution, meeting SLA targets, and delivering excellent customer support while following ITIL best practices.

Key Responsibilities

• Lead and manage L1 Service Desk operations.
• Act as the escalation point for critical incidents.
• Monitor SLA/KPI performance and ticket queues.
• Manage incidents and service requests using ServiceNow.
• Coordinate with L2/L3 teams for issue resolution.
• Coach and mentor team members and manage performance.
• Ensure proper documentation and knowledge management.
• Drive service improvements and operational efficiency.
• Manage shift planning and resource allocation.
• Prepare service reports and dashboards.

Required Skills

• Windows, Mac OS, Microsoft 365, Active Directory.
• Basic networking (VPN, LAN/Wi-Fi, DNS).
• ServiceNow or other ITSM tools.
• Good understanding of ITIL processes.

Experience

• 5–7 years of IT Service Desk/Technical Support experience.
• Minimum 2 years in a Team Lead or Supervisory role.