**Description**

The IT Support Lead leads daily SEC Customer Service Desk (CSD) operations supporting the ISS contract, including call-in, walk-in, email, and self-service portal intake channels as the primary front line for incident and service request management. This role ensures timely, high-quality resolution of tickets while enforcing ITIL-aligned incident, request, and escalation processes across the support team. The position supervises service desk technicians, manages queue health and Key Learning Indicators (KLIs)/SLA performance, and ensures complete, accurate documentation in the SEC IT service management platform. The lead collaborates with infrastructure and enterprise operations teams to resolve systemic issues, improve support workflows, and strengthen service delivery outcomes for SEC users.

PRIMARY RESPONSIBILITIES

Service Desk Operations Management

- Lead day-to-day operation of the SEC Customer Service Desk as a single point of c...