Senior Desk Tower Lead

IT Service Desk Tower Lead

A leading federal contractor is seeking an experienced IT Service Desk Tower Lead to oversee the daily operations of a high-performing IT support team. This role is essential in ensuring timely resolution of technical issues, delivering exceptional customer service, and driving continuous improvement across IT support functions.

Location: Arlington, VA FULLY IN-PERSON

Clearance Requirement: U.S. Citizenship and ability to obtain a Public Trust clearance

Industry: Federal Contractor

Key Responsibilities:

• Lead and manage Service Desk personnel, including supervisors, trainers, quality managers, and workflow coordinators.
• Oversee IT Service Management (ITSM) processes including incident, request, problem, event, and risk management.
• Ensure effective queue management and adherence to service delivery best practices.
• Monitor and meet all Service Level Agreements (SLAs) related to ASA, ABR, FCR, CSAT, quality, and resolution times.
• Serve as the primary liaison with customer Service Delivery Technical Monitors.
• Develop and distribute operational performance reports.
• Represent the Service Desk in customer-facing engagements.
• Collaborate with the Change Management lead to ensure smooth transitions and updates.
• Drive and manage Continuous Improvement (CI) initiatives.
• Conduct quality assurance through live and recorded call monitoring.
• Act as an escalation point for complex service desk issues.

Required Qualifications:

• U.S. Citizenship is required.
• Must be able to obtain and maintain a Public Trust clearance.
• ITIL v3 or v4 Foundation Certification (or HDI Manager Level).
• Minimum of 10 years of experience in Service Desk operations, with at least 5 years in a leadership role within an IT outsourcing environment.
• Proven ability to manage performance metrics and deliver high-quality service in a fast-paced environment.
• Familiarity with Avaya or Genesys Contact Center platforms is a plus.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.