The Service Desk Lead (SDL) will be responsible for leading a mid-size team of Service Desk Agents in a dynamic 24/7/365 operating environment. As a focal point of ingest for the reporting and tracking of cyber incidents and threats relating to our nation's critical infrastructure, we support a critical and high visibility function of a contract supporting DHS CISA Central. We are looking for a SDL with at least 10 years of experience in operating and managing a service desk, and will be responsible for all aspects of daily operations ranging from managing staff, developing processes and procedures, ensuring quality of calls and products, and managing ticket life-cycle to include abandoned tickets. The SDL will also need to have strong skills in data/trend analysis and reporting. Another key area of focus for the SDL will be to develop and foster relationships with our clients to ensure we are meeting expectations and delivering top-notch service desk products and services. All duties and responsibilities are performed in accordance with the Mission, Vision, and Core Values of Cayuse Product Solutions.
Minimum Skills:
Preferred Qualifications:
Reports to: Program Manager
Working Conditions
Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.
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