Service Desk Lead (Senior)
North Chicagoonsitesenior
Posted yesterday · via Lever
About this 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.
What we'd score you on
reqspace match rubricFive dimensions, recruiter-grade. Upload your resume and we'll generate a written explanation of where you fit and where the gaps are.
1
Skills match
We compare your skills against the role requirements.
2
Level fit
This role is senior-level. We check your trajectory against it.
3
Domain experience
Your work in the role's domain matters more than your years total. We weight recent and direct experience.
4
Recency
A skill you used last quarter weighs more than one from five years ago. We grade on recency, not lifetime.
5
Location fit
This role is based in North Chicago. We weight your proximity and willingness to relocate.
Score yourself on this role.
Free · no card · written explanation included
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