IT Service Desk Call Center Lead

The role

The IT Service Desk Call Center Lead provides daily operational and technical leadership for a team supporting NIH users. This role oversees incoming calls, ServiceNow ticket queues, escalations, and service performance while providing hands-on technical support.

What you will do

• Lead daily service desk call center operations, including staff assignments, call coverage, ticket prioritization, and shift handoffs.
• Monitor Cisco ACD queues, agent availability, call volumes, wait times, abandoned calls, and service levels.
• Guide staff on Cisco ACD agent procedures.
• Coordinate with telephony administrators to address call routing issues and ACD configuration changes.
• Oversee ServiceNow incident and service request queues.
• Monitor ticket aging, response and resolution targets, and SLA compliance.
• Serve as the first escalation point for service desk analysts.
• Coordinate service desk communications during outages and major incidents.
• Review calls and tickets for quality, accuracy, and troubleshooting effectiveness.
• Provide training, coaching, onboarding support, and ongoing technical guidance to junior staff.

Required qualifications

• Bachelor’s degree and six years of technical support experience, or an associate degree and eight or more years of technical support experience, or an equivalent combination of education and experienc
• Demonstrated experience leading or coordinating an IT service desk or technical support call center.
• Hands-on experience using ServiceNow for incident management, request fulfillment, queue monitoring, reporting, and knowledge management.
• Hands-on experience with Cisco ACD or Cisco contact center tools.
• Experience interpreting call center performance measures.
• Experience managing ticket backlogs, tracking SLA performance, and coordinating timely escalations.
• Experience supporting desktop and laptop computers and troubleshooting Windows 11, macOS, and Linux environments.
• Five or more years of technical support experience with Microsoft productivity applications.
• Strong troubleshooting, customer service, conflict resolution, and organizational skills.
• Strong written and oral communication skills.
• Ability to maintain accurate documentation and handle sensitive information.
• Must be able to obtain a Public Trust clearance

Nice to have

• Experience supporting the National Institutes of Health or another federal agency.
• Degree in Computer Science, Information Systems, or a related field.
• Experience developing ServiceNow dashboards, reports, knowledge articles, and service improvement recommendations.
• Experience coordinating Cisco ACD queue, routing, or agent configuration changes with telephony administrators.
• Experience with workforce scheduling, call quality reviews, and service desk performance reporting.
• Experience supporting Active Directory and mobile device management platforms.
• Experience providing VIP technical support.
• Experience providing IT support in a healthcare or clinical environment, including coordinating support for connected medical devices.
• Relevant certifications, such as ITIL Foundation, ServiceNow Certified System Administrator, CompTIA Security+, CompTIA A+, or applicable Microsoft, Apple, or Cisco certifications.
• Ubuntu experience preferred

Benefits

• Personal Time Off (PTO)
• medical
• dental
• vision
• supplemental life with AD&D
• disability coverage
• flexible spending accounts
• 401(k) Retirement Plan with a matching component
• training
• access to e-learning suite
• professional and technical certification preparation
• education assistance at accredited institutions

About the company

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. DLH is dedicated to the idea that “Your Mission is Our Passion”.