S4 Inc.
  • Colorado Springs, CO, USA
  • Commensurate with experience
  • Full Time

Comprehensive benefits package with 401k

Job Title: Service Desk Lead

Work Location: Colorado Springs, CO

Clearance: Current Active TS, SCI eligible

Education: Bachelor's Degree, or HS Diploma/GED and 7 years of hands on job related experience

Experience: Minimum 3-5 years' of relevant federal government experience required

Certifications: Current Security+ CE and a current Windows 10 or Server 2012 certification; and current ITILv3 Foundations (must be willing and able to obtain it within 90 days of hire

Travel: Occasional

Salary: Commensurate with experience

Job Listing Number: CO18024

Contract Labor Category: Service Desk Lead


Required Skills:


The primary responsibility of the Service Desk Lead is internal or external customer service and relationship management, first line of support, desktop technology support and help desk, site support functions. The Service Desk Lead manages the day-to-day operations; leads junior staff with tier I responsibilities. Daily work assignments and management functions will come from Incidents and Service Requests in Service Desk. Primary job function includes the following:


  • Responsible for Tier I Service Desk and Service Desk employees
  • Manages the day-to-day operations of the Service Desk
  • Monitor and manage ticket queues on a daily basis
  • Responsible for generating multiple reports, including monthly deliverables
  • Notify management when tickets have failed the KPI/SLA metrics
  • Promote, implement, and support a team environment with participation from all
  • Ensure high levels of customer satisfaction and maintain a highly responsive service desk
  • Enforce Information Technology Infrastructure Library (ITIL) methodologies
  • Lead and/or participate in various special projects and improvement teams
  • Leads team coaching, managing the team schedule, and performance management
  • Solid understanding of ITSM incident management and service desk disciplines
  • Review service desk performance and identify service improvements
  • Implement corrective and preventive action as and when appropriate
  • Weekly / Monthly performance review with customer
  • Additional duties as deemed necessary by leadership


Minimum Qualifications:

  • Bachelor's degree and 7 years' experience, or a commensurate combination of education, training, and experience required
  • 3-5 years' experience working as a Service Desk manager in a DoD environment
  • Ability to apply office management practices and administrative support processes
  • Ability to work under pressure and tight deadlines, and multi-task
  • Ability to work independently and within a team environment
  • Outstanding communication and interpersonal skills required
  • Commitment to maintaining the highest standard of customer service with outstanding written and oral communication

Preferred Qualifications:


  • Previous experience supporting government and/or Department of Defense customers
  • Solid written and verbal communication skills
  • Strong investigative drive and listening skills, self-motivated individuals
  • Experience with multiple DoD networks 
  • ITILv3 Foundations desired (Ability to obtain within 90 days)

To apply to this position please go to www.s4inc.com and click on Careers to complete and an employment application and to upload your resume.


S4 Inc. offers competitive salaries and a comprehensive benefits package with 401(k), and universal time off.  We are an Equal Opportunity Employerminorities/females/veterans/individuals with disabilities/sexual orientation/gender identity. S4 participates in the E-Verify employment verification program.  If you are looking for a challenging and rewarding position, then we invite you to submit your resume including salary history/requirements.  Candidate selected must be able to obtain and maintain the security clearance required by the contract at all times


If you are an individual with a disability or a disabled veteran, and need a reasonable accommodation to apply to a position, please contact Michelle Sweeney, HR Manager, by phone at (781) 273-1600 or by email at accommodation@s4inc.com.

S4 Inc.
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