Service Desk Lead (Senior)

North Chicago, IL · Remote · Full-time · Information Technology

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About the role

Computer World Services, Corp. (CWS) seeks a Service Desk Lead to manage daily service-desk operations for the USMEPCOM ENLIST program, overseeing ticket queues, staffing schedules, escalations, VIP support, service quality, knowledge practices, problem trends, and operational communications. The Service Desk Lead ensures incidents and requests are properly prioritized, assigned, tracked, escalated, resolved, and documented across all support tiers. The Lead works closely with the Government Service Desk Branch Chief, coordinates with ITSM process owners, and uses ServiceNow data to monitor performance, identify recurring issues, and recommend improvements to service quality and customer experience.