Overview
The IT Service Desk Call Center Lead provides daily operational and technical leadership for a team supporting NIH users. This role oversees incoming calls, ServiceNow ticket queues, escalations, and service performance while providing hands-on technical support. The lead uses ServiceNow and Cisco Automatic Call Distribution (ACD) tools to coordinate workloads, maintain service coverage, and deliver timely, customer-focused support.
Responsibilities
- Lead daily service desk call center operations, including staff assignments, call coverage, ticket prioritization, and shift handoffs.
- Monitor Cisco ACD queues, agent availability, call volumes, wait times, abandoned calls, and service levels; adjust staffing assignments and coordinate corrective actions as needed.
- Guide staff on Cisco ACD agent procedures, including login/logout, availability states, call transfers, and after-call work.
- Coordinate with telephony administrators to address call routing issues, queue disruptions, and ACD configuration changes.
- Oversee ServiceNow incident and service request queues, ensuring accurate categorization, prioritization, assignment, documentation, and timely resolution.
- Monitor ticket aging, response and resolution targets, and service-level agreement (SLA) compliance; escalate tickets at risk of missing established targets.
- Serve as the first escalation point for service desk analysts, resolving complex technical and customer service issues and coordinating with technical specialists.
- Coordinate service desk communications during outages and major incidents, ensuring users receive timely updates and related tickets are documented appropriately.
- Review calls and tickets for quality, accuracy, troubleshooting effectiveness, and adherence to established procedures.
- Provide training, coaching, onboarding support, and ongoing technical guidance to junior staff.
- Prepare and review ServiceNow and Cisco ACD reports to identify workload trends, recurring issues, training needs, and opportunities for service improvement.
- Maintain knowledge articles, troubleshooting procedures, call scripts, and escalation guidance; encourage consistent knowledge sharing.
- Provide remote technical support for desktops, laptops, mobile devices, printers, peripherals, and NIH-provided applications; coordinate onsite support when required.
- Support secure device operation through approved security software, updates, and configuration procedures.
- Provide enhanced support and escalation coordination for VIP users.
- Lead and track special projects, process improvements, and assigned operational initiatives.
- Work effectively under pressure, manage competing priorities, and meet established deadlines.
Qualifications
- Bachelor’s degree and six years of technical support experience, or an associate degree and eight or more years of technical support experience, or an equivalent combination of education and experience.
- Demonstrated experience leading or coordinating an IT service desk or technical support call center, including workload management, coaching, and escalations.
- Hands-on experience using ServiceNow for incident management, request fulfillment, queue monitoring, reporting, and knowledge management, with familiarity with problem management processes.
- Hands-on experience with Cisco ACD or Cisco contact center tools, including call queue monitoring, agent states, call handling, and operational reporting.
- Experience interpreting call center performance measures, including service level, average speed of answer, abandonment rate, average handle time, and agent availability.
- Experience managing ticket backlogs, tracking SLA performance, and coordinating timely escalations.
- Experience supporting desktop and laptop computers and troubleshooting Windows 11, macOS, and Linux environments; Ubuntu experience preferred.
- Five or more years of technical support experience with Microsoft productivity applications.
- Strong troubleshooting, customer service, conflict resolution, and organizational skills.
- Strong written and oral communication skills, including the ability to explain technical issues clearly and communicate with users, technical teams, and management.
- Ability to maintain accurate documentation and handle sensitive information in accordance with established security and privacy procedures.
- Must be able to obtain a Public Trust clearance
Desired Qualifications
- Experience supporting the National Institutes of Health or another federal agency.
- Degree in Computer Science, Information Systems, or a related field.
- Experience developing ServiceNow dashboards, reports, knowledge articles, and service improvement recommendations.
- Experience coordinating Cisco ACD queue, routing, or agent configuration changes with telephony administrators.
- Experience with workforce scheduling, call quality reviews, and service desk performance reporting.
- Experience supporting Active Directory and mobile device management platforms.
- Experience providing VIP technical support.
- Experience providing IT support in a healthcare or clinical environment, including coordinating support for connected medical devices.
- Relevant certifications, such as ITIL Foundation, ServiceNow Certified System Administrator, CompTIA Security+, CompTIA A+, or applicable Microsoft, Apple, or Cisco certifications.
Basic Compensation: $75,000 - $95,000 yearly salary
The salary range listed reflects what we reasonably expect to pay for this role at the time of posting. The final offer may vary based on skills, experience, geographic location, market conditions, and internal equity. Additional compensation may include performance incentives and program-specific awards. We do not use salary history to determine compensation, in line with applicable law.
Benefits
DLH Corp offers our employees an excellent benefits package, including Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, disability coverage, flexible spending accounts, and more. We want our employees to save for their future; therefore, we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.
