Service Desk Lead

Req ID: 252377 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Service Desk Lead to join our team in DC, District of Columbia (US-DC), United States (US).

Responsibilities:

• Lead and manage 24/7 Service Desk Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
• Collaborate closely with federal client stakeholders to understand their specific service desk requirements, business objectives, and security compliance needs.
• Develop and implement comprehensive service desk strategies that align with the client's goals and adhere to federal guidelines and regulations.
• Oversee a team responsible for Level 1 triage and Level 2/3 escalation support, providing timely and effective resolution of IT incidents and service requests.
• Lead the implementation of Major Incident Management practices to handle critical incidents, minimize impact, and restore services as quickly as possible.
• Develop and enforce incident management and service request processes to ensure efficient ticket resolution and service desk efficiency.
• Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
• Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolution, including interaction with data center operations.
• Provide leadership to service desk technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.
• Stay informed about industry trends, emerging technologies, and federal regulations to continuously enhance service desk strategies.
• Provide regular updates and reporting to federal clients on the status of service desk operations, SLAs, and improvement initiatives.
• Manage budgets and resource allocation for service desk operations, including staffing, tools, and training.
• Provide expert guidance to the federal client on service desk management, Major Incident Management, ITIL principles, and strategies for optimizing service delivery.

Qualifications:

• Bachelor's degree in Information Technology, Business Administration, or a related field. Master's degree preferred.
• Minimum of 5 years of experience in service desk management, with a strong focus on federal clients.
• Proven experience working with large federal clients in the Washington D.C. area or proximate Virginia, demonstrating a deep understanding of their service desk needs and compliance requirements.
• Successful track record of managing 24/7 Service Desk Operations for a federal client supporting more than 6000 end users and data center operations.
• Deep familiarity with Level 1 triage and Level 2/3 escalation support, Major Incident Management practices, and ITIL principles.
• Valid ITIL v3 or ITIL v4 certification is required.
• Strong leadership and team management skills, with a demonstrated ability to lead and motivate service desk teams.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with technical and non-technical stakeholders.
• Knowledge of federal IT security standards, compliance regulations, and guidelines (NIST, FISMA, etc.).
• Proficiency in incident management, problem-solving, and service improvement methodologies.
• Analytical mindset with a focus on continuous improvement and optimization of service desk operations.
• Willingness to live in the Washington D.C. metropolitan area and manage 24/7 service desk operations.

Location:

This position is based in the Washington D.C. metropolitan area and involves 24/7 service desk operations. Occasional travel to client locations within the region may be required.

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About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.