Service Desk Lead

Main Purpose

To manage the daily operations of the Department of Information Technology (DoIT) Service Desk team and ensure the delivery of efficient, high-quality technical support and a positive end-user experience. The Service Desk Lead provides daily management of the 24/7/365 Service Desk operations, which serves as the primary and first point of contact for State of Maryland agencies. The Service Desk Lead acts as a critical link between the Service Desk support team and State of Maryland customer agencies, as well as the general public, working to ensure that Service Desk services are delivered efficiently, effectively, and in alignment with the Department's overall goals.

The Service Desk Lead’s main responsibility is supporting and leading the Department of Information Technology’s Service Desk operations. The Service Desk Lead is responsible for supervising and mentoring the Service Desk team, including providing technical guidance and ensuring the team is trained and motivated. This role serves as the primary point of escalation for complex, high priority, or unresolved technical issues, and working with the appropriate DoIT service groups for prompt and efficient resolution.

This role encompasses tracking and reporting Service Desk key performance indicators (KPIs) like resolution time, ticket volume, call and interaction metrics, and customer satisfaction to identify trends and areas for continuous improvement in service delivery. This role is critical to ensuring the delivery of high-quality, efficient, and consistent technical support while also acting as a central point for incident management and continuous service improvement.

• Manage the day-to-day operations of a team of Service Desk technicians, including shift scheduling, workload management, and performance monitoring to ensure a 24/7/365 operational capability.
• Serve as the primary point of escalation for complex, high-priority, and critical incidents, ensuring timely investigation, resolution, and communication.
• Monitor and lead the Service Desk operations to ensure compliance with established Service Level Agreements (SLAs) and key performance indicators (KPIs).
• Ensure incident and service requests are logged, tracked, and updated accurately and in a timely manner, in the Department’s ticketing system of record and any other relevant and approved platforms.
• Ensure tickets are assigned appropriately to the team and self, and that all work is completed per established policies and procedures.
• Monitor relevant internal chat communication spaces as well as our internal/external email queues for ticket handling, information, communication, and to assist with the delivery of the highest quality, efficient, and consistent technical support for our customers 24/7/365.
• Work with the DoIT Service Desk Assistant Director and Service Desk operations counterparts to update the IVR as needed during peaks of high call volume and widespread issues with high impact and high urgency.

• Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work on assigned tickets so as to meet established SLO/SLA’s and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken.
• Document all work in Service Now per the DoIT Ticket Handling Etiquette guidelines and apprise the customer of progress made towards ticket resolution.
• Always demonstrate courteous and professional behavior and provide excellent customer service at all times. Serve as a point of contact for escalation support requests to network, infrastructure, and vendor support teams for maintenance of network equipment, including switches, firewalls, routers, copiers, and other network-related equipment.

• Work assigned technical projects and provide timely updates on project statuses. Serve as project lead or technical expert in one or more End User Support areas.
• Maintains appropriate level of documentation for project related…