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 Ind