Customer Service Lead
SDL Leadership · Full-time · Secret Clearance Required
Secret clearance
7+ years IT support
2+ years leadership
ITIL practices
Drive excellence at the front lines of IT support. As Customer Service Lead, you’ll own service desk operations end-to-end — from guiding a skilled team of support specialists to championing continuous improvement across the board. You’ll be the go-to escalation point when things get complex, and the strategic voice that keeps support aligned with organizational goals.
WHAT YOU’LL OWN
• Lead daily operations Lead daily operations of the service desk, ensuring SLA adherence and timely resolution across all user issues.
• Mentor and develop Mentor and develop a team of customer service and technical support professionals through coaching, evaluations, and ongoing guidance.
• Be the escalation expert Be the escalation expert — own high-priority and complex incidents, driving swift resolution and clear communication.
• Measure and improve Measure and improve service quality through performance metrics, process optimization, and a relentless focus on the user experience.
• Bridge teams and leadership Bridge teams and leadership by aligning support capabilities with broader IT strategy and business priorities.
• Build the knowledge base Build the knowledge base — develop and maintain SOPs, documentation, and articles that make the whole team sharper.
• Own workforce planning Own workforce planning, including scheduling, workload distribution, and headcount alignment.
REQUIRED QUALIFICATIONS
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 7+ years of experience in IT support or service desk environments.
• 2+ years in a leadership or supervisory role.
• Strong command of service desk tools, ticketing systems, and ITIL practices.
• Excellent communication, problem-solving, and customer service instincts.
• Ability to juggle priorities in a high-tempo environment.
• Active Secret Security Clearance.
PREFERRED QUALIFICATIONS
○ ITIL certification (Foundation or higher).
○ Experience in federal or government contract environments.
○ Familiarity with enterprise systems, cloud environments, and cybersecurity best practices.
○ Track record of driving service improvement or process optimization initiatives.
○ Strong analytical and reporting capabilities.
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