Technical Lead (Service Desk Operations)

About Us

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution. Technology is our Passion. People are our Purpose. We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind. We believe happy employees do amazing work.

About the Role

The Technical Lead (Service Desk Operations) will lead enterprise IT Service Desk, Contact Center, and IT Service Management (ITSM) operations in a complex operational environment. The role will provide technical leadership for Tier 0 and Tier 1 IT support operations, service management, workforce planning, performance management, escalation management, and continuous service improvement.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field, or equivalent work experience.
• Minimum of five (5) consecutive years of experience managing or leading enterprise IT Service Desk, Contact Center, or IT Service Management (ITSM) operations in an environment of similar size and complexity.
• ITIL Foundation certification required; ITIL Intermediate, Managing Professional, or equivalent certification preferred. The ITIL Foundation Certification should be achieved before Transition.
• Experience supporting Service Desk operations utilizing platforms such as ServiceNow, Cisco ACD, or equivalent enterprise ITSM and contact center technologies.
• Experience supporting Federal Government, healthcare, research, academic, or similarly complex organizations is preferred.

Responsibilities

• Lead Tier 0 and Tier 1 IT support operations, including incident management, service request fulfillment, escalation management, knowledge management, and customer support functions.
• Manage Service Desk performance through the use of service level agreements (SLAs), operational level agreements (OLAs), key performance indicators (KPIs), and customer satisfaction measurements.
• Analyze operational metrics, identify trends, implement corrective actions, and drive continuous process improvement.
• Manage workforce planning, staffing models, queue management, surge support requirements, and service delivery optimization.
• Develop and maintain operational procedures, knowledge articles, training materials, and service management documentation.
• Coordinate effectively with Government personnel, technical teams, vendors, and other service providers to resolve complex incidents and service disruptions.
• Apply ITIL principles, service management best practices, root cause analysis, problem management, and continual service improvement.
• Lead teams in a fast-paced, high-volume operational environment while maintaining service quality and customer satisfaction.
• Support organizational change initiatives, technology modernization efforts, and implementation of automation and self-service capabilities.

Skills

• Excellent verbal, written, presentation, and customer engagement skills.
• Strong understanding of ITIL principles and service management best practices.
• Demonstrated ability to lead teams in a high-volume operational environment.

Benefits

Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!