About Us

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. DLH is dedicated to the idea that “Your Mission is Our Passion” and brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

The IT Service Desk Call Center Lead provides daily operational and technical leadership for a team supporting NIH users. This role oversees incoming calls, ServiceNow ticket queues, escalations, and service performance while providing hands-on technical support. The lead uses ServiceNow and Cisco Automatic Call Distribution (ACD) tools to coordinate workloads, maintain service coverage, and deliver timely, customer-focused support.

Responsibilities

Lead daily service desk call center operations, including staff assignments, call coverage, ticket prioritization, and shift handoffs.
Monitor Cisco ACD queues, agent availability, call volumes, wait times, abandoned calls, and service levels; adjust staffing assignments and coordinate corrective actions as needed.
Guide staff on Cisco ACD agent procedures, including login/logout, availability states, call transfers, and after-call work.
Coordinate with telephony administrators to address call routing issues, queue disruptions, and ACD configuration changes.
Oversee ServiceNow incident and service request queues, ensuring accurate categorization, prioritization, assignment, documentation, and timely resolution.
Monitor ticket aging, response and resolution targets, and service-level agreement (SLA) compliance; escalate tickets at risk of missing established targets.
Serve as the first escalation point for service desk analysts, resolving complex technical and customer service issues and coordinating with technical specialists.
Coordinate service desk communications during outages and major incidents, ensuring users receive timely updates and related tickets are documented appropriately.
Review calls and tickets for quality, accuracy, troubleshooting effectiveness, and adherence to established procedures.
Provide training, coaching, onboarding support, and ongoing technical guidance to junior staff.
Prepare and review ServiceNow and Cisco ACD reports to identify workload trends, recurring issues, training needs, and opportunities for service improvement.
Maintain knowledge articles, troubleshooting procedures, call scripts, and escalation guidance; encourage consistent knowledge sharing.
Provide remote technical support for desktops, laptops, mobile devices, printers, peripherals, and NIH-provided applications; coordinate onsite support when required.
Support secure device operation through approved security software, updates, and configuration procedures.
Provide enhanced support and escalation coordination for VIP users.
Lead and track special projects, process improvements, and assigned operational initiatives.
Work effectively under pressure, manage competing priorities, and meet established deadlines.

Qualifications

Bachelor’s degree and six years of technical support experience, or an associate degree and eight or more years of technical support experience, or an equivalent combination of education and experience.
Demonstrated experience leading or coordinating an IT service desk or technical support call center, including workload management, coaching, and escalations.
Hands-on experience using ServiceNow for incident management, request fulfillment, queue monitoring, reporting, and knowledge management, with familiarity with problem management processes.
Hands-on experience with Cisco ACD or Cisco contact center tools, including call queue monitoring, agent states, call handling, and operational reporting.