Service Desk Lead

DecisionPoint is hiring a Service Desk Lead to manage customer support for the Defense Casualty Information Processing System (DCIPS) Future. You will lead daily operations, coordinate support across tiers, coach staff, and use performance data and user feedback to improve service.

You will coordinate Tier 0 self-service and Tier 1 through Tier 3 support, maintaining Total Contact Ownership through escalation and closure. You will also help develop and maintain the Customer Support Plan of Action and put the approved support model into practice with program leadership and technical teams

This position is fully remote. The DCIPS Future user-support service window is 8:00 a.m. to 4:30 p.m. Eastern Time, Monday through Friday, excluding government holidays. Individual work schedules are assigned to support that coverage. Participation in assigned after-hours or on-call rotations may be required for mission-critical incidents.

Duties & Responsibilities

• Lead assigned service-desk personnel, workflows, priorities, and coverage arrangements. Maintain clear ownership of incidents, requests, customer communications, escalations, and closure.
• Develop and maintain the assigned portions of the Customer Support Plan of Action, standard operating procedures, escalation paths, and support documentation through established review and approval processes.
• Coordinate the ticketing system, workflows, knowledge resources, staff access, and training needed before go-live. Put approved operating arrangements in place when service is activated.
• Monitor service performance, ticket aging, recurring issues, and customer feedback. Document exceptions to response and resolution targets and route supporting evidence for Government Technical Point of Contact validation through the program process.
• Coordinate escalated application, infrastructure, network, and cybersecurity issues with the responsible technical owners. Keep users informed and maintain ticket ownership through resolution.
• Oversee account and credential-management workflows, including provisioning, acc...

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