Service Desk Lead

Overview DecisionPoint seeks a Senior Service Desk Lead to oversee enterprise help desk operations supporting a large federal and DoD-aligned mission environment. This role ensures daily operational excellence across Tier 1 and Tier 2 support teams, driving service quality, SLA adherence, escalation coordination, standard operating procedures, and performance reporting. The Service Desk Lead is responsible for workforce scheduling, queue management, ticket quality assurance, customer satisfacti…