Job Description

Centuria is seeking a Service Desk Lead to oversee the performance, growth, and development of the TOC teams, manage incidents and changes, and ensure high-level customer satisfaction for CISA clients. The role involves managing two service desk teams (24x7 in Arlington, VA and 16x5 in Pensacola, FL) and ensuring compliance with established SLAs and IT procedures.

Responsibilities

• Comply with ticket procedures
• Handle daily maintenance and monitoring of hardware and software
• Oversee TOC teams performance, growth, and development
• Manage incidents, changes, and stakeholder relationships
• Manage Call Center and Ticket Resolutions
• Comply with ticket and call center metrics
• Review tickets and update customers
• Build schedules/shifts for service desk teams
• Deliver quality customer service
• Develop/support IT procedures
• Review processes and procedures for compliance
• Ensure program execution meets contract requirements
• Provide logistical and programmatic support to service desk staff

Requirements

• 5-8 years of experience in service desk environments
• 3 years managing medium-sized service desk teams
• Proficiency in MS Office toolsets
• Strong interpersonal skills
• Government consulting experience preferred
• Bachelor’s degree in Computer Science or IT related field
• ITILv4 certification required
• HDI Support Center Manager (HDI_SCM) certification required
• DHS suitability for clearance

Benefits

• No benefits