Lead Senior Service Desk Engineer - PAE Fires IT Support Services

PENDING CONTRACT AWARD

Mission Objectives - PAE Fires requires innovative, state-of-the-art solutions to address inquiries and support needs from approximately 3,500 customers. The Lead Senior Service Desk Engineer manages all end-user support operations, ensuring timely, effective, and customer-focused responses while maintaining SLA compliance and generating performance metrics for continuous improvement.

Position Responsibility Summary:

• Be the face of IT to approximately 3,500 users; set the tone for how every interaction is handled; personally model the professionalism, patience, and technical competence you expect from your team
• Reduce user downtime as the primary operational goal; measure success not by tickets closed, but by how quickly people get back to their mission work
• Leverage ServiceNow as the central platform for incident management, request fulfillment, and service catalog operations; configure and optimize workflows, assignment rules, and escalation paths to maximize efficiency and minimize manual routing
• Build and maintain ServiceNow Performance Analytics dashboards that provide real-time and historical visibility into ticket volumes, resolution times, SLA compliance, backlog aging, and customer satisfaction trends; use these dashboards to brief leadership and drive data-informed operational decisions
• Analyze support trends and recurring issues to identify systemic root causes; then partner with the Network, Systems, and Development teams to fix problems permanently rather than treating symptoms repeatedly
• Build a team culture where first-contact resolution is the standard, not the exception; invest in technician training and knowledge base development so issues are resolved at the lowest possible tier
• Design and optimize service desk workflows within ServiceNow; ensure tickets are categorized correctly, routed efficiently, and escalated promptly when they exceed a technician's capability or time threshold
• Manage after-hours and executive support coverage with the reliability that senior leaders expect; these users cannot wait until morning, and their issues often have outsized mission impact
• Own the end-user experience for hardware and software deployments; coordinate with the Systems team on imaging standards, with the Network team on connectivity, and with Cybersecurity on endpoint security to deliver a seamless experience
• Use ServiceNow reporting and performance data (call volumes, resolution times, satisfaction feedback, trend analysis) to continuously improve operations; present findings to leadership with specific recommendations, not just raw numbers
• Develop contingency plans for surge periods (software rollouts, system migrations, new user onboarding waves) that maintain service quality even when demand spikes
• Train users proactively on self-service tools and common tasks; reduce ticket volume by empowering the workforce, not by making it harder to ask for help