Service Desk and End-User Services Lead - CPE AVN ITSS

Technology, Automation, and Management, Inc.

Huntsville, AL, USA

Published: 6/14/2022

Technology

Full Time

Job Description

Penidng Contract Award

Mission Objectives ? CPE AVN users require responsive, secure, and consistent IT support. The Service Center enables users to access systems, applications, devices, collaboration capabilities, and mission services. The PWS requires a tiered service desk that fulfills Tier 1 and Tier 2 incidents across applications, services, and technologies.

This position directly affects user productivity and mission continuity, ensuring TeAM resolves incidents, fulfills requests, and improves the user experience across the CPE AVN enterprise. The Service Desk and End-User Services Lead shall:

Lead Tier 1 and Tier 2 service desk and field-support operations.
Manage daily staffing, scheduling, workload balancing, and escalation procedures.
Ensure technicians capture all user requests within the Enterprise Service Center.
Maintain ITIL-aligned incident, request, problem, knowledge, and service-level processes.
Monitor service-level performance, ticket trends, customer satisfaction, and resolution quality.
Coordinate Tier 3 escalation with infrastructure, network, cyber, and application teams.
Oversee support for user accounts, endpoints, mobile devices, printers, telephony, and VDI.
Maintain service desk knowledge articles, SOPs, user guides, and self-help materials.
Support ServiceNow improvements, workflow automation, and customer-service enhancements.
Coordinate executive support, surge support, off-duty support, and urgent incident response.
Identify recurring problems and lead root-cause analysis with technical teams.