IT Service Desk Lead- TS Cleared

Req ID: 372153 

NTT DATA 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 IT Service Desk Lead- TS Cleared to join our team in Springfield, Virginia (US-VA), United States (US).

Job Summary: 

The Service Desk Lead will manage enterprise service desk and single point of contact operations supporting agencyit ser users, sites, and mission environments. This role will manage substantial program and technical support operations involving multiple projects, task orders, support teams, shifts, escalation paths, and service locations. The Service Desk Lead will organize, direct, and coordinate service desk execution, workforce coverage, incident/request intake, triage, escalation, communications, quality, and performance management.

Job Duties: 

• Lead day-to-day enterprise service desk / single point of contact operations.
• Manage 24x7x365 coverage, queue performance, escalation management, staffing, scheduling, and operational execution.
• Organize, direct, and coordinate service desk activities across multiple support teams and locations.
• Ensure incidents, requests, and inquiries are accurately logged, prioritized, assigned, documented, escalated, and resolved.
• Monitor response times, resolution times, backlog, ticket aging, first-contact resolution, abandonment, reopen rates, and customer satisfaction.
• Interface with Government management officials regarding service desk performance, issues, risks, conflicts, and corrective actions.
• Coordinate with field support, ITSM, engineering, asset, and specialized support teams.
• Support priority users, executive users, mission users, and other designated high-touch customer groups in accordance with applicable service expectations.
• Maintain knowledge articles, scripts, runbooks, call flows, quality reviews, and service desk procedures.
• Support transition, surge, continuity, and major incident communications.
• Lead coaching, performance management, training, workforce readiness, and quality monitoring for service desk personnel.
• Identify service desk improvement opportunities and partner with ITSM and innovation teams to implement corrective actions.

Basic Qualifications:

• Master’s degree, One-and-one-half years of additional experience may substitute for one year of a typical degree program.
• Minimum 8 years of experience supporting Service Desk roles/responsibilities listed above.
• ITILv4 (or higher) certification
• HDI Support Center Manager, HDI Support Center Director, or equivalent certification.
• Active Top Secret clearance

Preferred Qualifications: 

• Experience managing 24x7x365 service desk or mission support operations.
• Experience supporting aviation, law enforcement, national security, or other mission-critical customers.

• Experience with ServiceNow reporting, workforce management, quality monitoring, and knowledge management. Demonstrated experience managing IT service desk, help desk, single point of contact, contact center, or technical support operations.
• Strong information technology expertise and ability to interface with all levels of management.
• Experience with ITSM tools such as ServiceNow or comparable platforms.
• Experience managing operational performance, staffing, quality, reporting, and issue resolution.
• Strong communication, escalation, and stakeholder coordination skills.
• Experience leading shift-based or high-volume support operations.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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