Senior Help Desk Lead

CEdge has an opportunity for a Sr Help Desk - Lead located in Scott AFB, IL. If you are ready to work alongside World Renowned Technology experts, and carry the skills below, this is the opportunity that will inevitably take your career to unbelievable levels! Objective: Operate and sustain a continuous, global service desk providing Tier II and Tier III technical assistance to TRAC2ES users worldwide. Ensure timely, accurate, and effective support to maintain high system availability and support the Department of Defense’s global patient movement mission

Key Responsibilities

• Maintain 24/7/365 global Service Desk, with on-site personnel during core hours and remote support during non-core hours (on call)
• Provide continuous operational availability and responsiveness to global users.
• Handle escalated technical issues, system support tasks, and mission-critical incident resolution.
• Implement and maintain metrics-reporting tools (ServiceNow, Jira) for performance analysis and visualization.
• Produce monthly Service Desk Metrics Reports detailing ticket volume, resolution times, SLA compliance, system availability, trend analysis, defect status, account changes, and incident summaries.
• Operate a structured triage process for incoming tickets: categorize, assign severity, initiate response workflow, and track through resolution.
• Document incidents in ServiceNow with details for root cause analysis and handoff to development teams.
• Track and close tickets per standard process.
• Process account requests within defined timelines (standard: 1 business day; urgent: 4 hours).
• Coordinate new user account provisioning based on mandatory training completion
• Monitor active accounts and perform periodic access reviews for compliance.
• Coordinate multi-domain account provisioning and maintain proper authorization documentation.

### Requirements

* Experience in Tier II/III technical support in a global, mission-critical environme