IT Service Desk Call Center Lead

Location: Bethesda, Maryland

Basic Compensation: $75,000–$95,000 yearly salary

Company

hirify.global delivers health and national security readiness solutions for federal programs through scientific research, systems engineering and integration, and digital transformation.

What you will do

• Lead daily service desk call center operations, including staffing, call coverage, ticket prioritization, shift handoffs, and service performance.
• Monitor Cisco ACD queues, agent availability, call volumes, wait times, abandoned calls, service levels, and operational reports.
• Oversee ServiceNow incident and service request queues, including categorization, prioritization, documentation, backlog management, SLA tracking, and escalations.
• Act as the first escalation point for complex technical and customer service issues and coordinate with technical specialists, telephony administrators, and VIP users.
• Provide remote technical support for desktops, laptops, mobile devices, printers, peripherals, and NIH applications, coordinating onsite support when required.
• Deliver staff training and coaching, maintain knowledge articles and troubleshooting procedures, review support quality, and lead process improvements and special projects.

Requirements

• Bachelor’s degree with six years of technical support experience, or an associate degree with eight or more years of technical support experience, or an equivalent combination of education and experience.
• Experience leading or coordinating an IT service desk or technical support call center, including workload management, coaching, and escalations.
• Hands-on ServiceNow experience in incident management, request fulfillment, queue monitoring, reporting, knowledge management, and familiarity with problem management.
• Hands-on Cisco ACD or Cisco contact center experience covering queue monitoring, agent states, call handling, and operational reporting.
• Experience interpreting service level, average speed of answer, abandonment rate, average handle time, and agent availability metrics; managing ticket backlogs and SLA escalations.
• Experience supporting desktop and laptop computers and troubleshooting Windows 11, macOS, and Linux environments.
• At least five years of technical support experience with Microsoft productivity applications.
• Strong troubleshooting, customer service, conflict resolution, organizational, written communication, and oral communication skills.
• Ability to maintain accurate documentation and handle sensitive information according to security and privacy procedures; must be able to obtain a Public Trust clearance.

Nice to have

• Experience supporting the National Institutes of Health or another federal agency.
• Degree in Computer Science, Information Systems, or a related field.
• Experience developing ServiceNow dashboards, reports, knowledge articles, and service improvement recommendations.
• Experience coordinating Cisco ACD queue, routing, or agent configuration changes; workforce scheduling, call quality reviews, and service desk performance reporting.
• Experience with Active Directory, mobile device management, VIP technical support, or IT support in healthcare or clinical environments involving connected medical devices.
• Relevant ITIL Foundation, ServiceNow, CompTIA, Microsoft, Apple, or Cisco certifications.
• Ubuntu experience.

Culture & Benefits

• Full-time employee benefits include PTO, medical, dental, vision, supplemental life with AD&D, disability coverage, and flexible spending accounts.
• 401(k) retirement plan with employer matching.
• Training, e-learning, certification preparation, and education assistance at accredited institutions.
• Work involves supporting NIH users and coordinating onsite support when required.