Location: Alexandria, VA
Clearance: Secret
Overview
The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices.
Responsibilities
- Direct daily Service Desk operations and ensure SLAs are achieved.
- Manage incident, problem, and request fulfillment using ServiceNow.
- Supervise technical personnel: scheduling, training, coaching, performance management.
- Maintain/update knowledge bases and SOPs.
- Conduct customer satisfaction reporting.
Minimum Requirements
- Bachelor’s degree in computer science, information systems, information technology, or business.
- 9+ years helpdesk/desktop support.
- 3+ years managing technical staff.
- 2+ years ServiceNow and Microsoft 365 in production.
- Tier II Service Desk Equivalent certification.
- Active Secret clearance.
Tools & Platforms
ServiceNow ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones.
Core Competencies
Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.