Senior Service Desk/Team Lead

Overview

Strategic Operational Solutions (STOPSO) is seeking candidates for the Senior Service Desk Lead / COOP Site Lead role. The goal is to ensure the team provides customers with accurate, efficient, and courteous responses to their requests. This position can be filled onsite at a Government facility or at a contractor‑provided facility. STOPSO is ISO 9001, ISO 20000‑1, ISO 27001 certified and CMMI‑SVC Level 2 appraised, delivering cutting‑edge IT services and solutions. Employees receive recognition for the solutions they provide and the value they bring to the company.

Primary Responsibilities

• Provide operational leadership for Service Desk delivery while maintaining readiness and execution of Continuity of Operations (COOP), disaster recovery, and alternate site operations.
• Ensure uninterrupted customer support services during emergency situations and transitions between primary and alternate operating locations.
• Serve as operational lead for Service Desk continuity planning and execution.
• Manage alternate COOP site readiness and testing activities.
• Coordinate continuity exercises and disaster recovery events.
• Ensure recovery objectives are achieved during operational disruptions.
• Maintain staffing plans, emergency rosters, and operational procedures.
• Direct continuation of customer support services during emergencies.
• Coordinate with Government leadership during contingency operations.
• Develop after‑action reports and improvement plans.
• Support cybersecurity, resilience, and emerging technology initiatives.

Qualifications

• Ability to pass a federal background investigation and obtain a Public Trust.
• Bachelor’s degree in Information Technology, Business Continuity, Emergency Management, or a related discipline.
• Seven (7) years of Service Desk or IT Operations leadership experience.
• Three (3) years of continuity planning or disaster recovery experience.
• Experience managing geographically dispersed support operations.

Desired Skills

• HDI Support Center Manager certification.
• ITIL Foundation or higher.
• Certified Business Continuity Professional (CBCP).
• Project Management Professional (PMP) certification.