Service Desk Lead

Dexian Government Solutions is seeking a Service Desk Lead for a proposal effort supporting the F-35 Joint Program Office (JPO) Unclassified Information Technology Support Services (ITSS) program in Arlington, VA. This position is contingent upon contract award.

Position Overview

The Service Desk Lead will provide leadership and operational oversight for end-user IT support services supporting the F-35 JPO's unclassified IT environment. This role will coordinate service desk personnel, oversee incident and service request resolution, and ensure responsive, consistent customer support. The Service Desk Lead will collaborate with government stakeholders, infrastructure teams, network personnel, cybersecurity staff, and asset management personnel to maintain service quality and support mission requirements.

Job Duties

• Lead daily service desk operations, including incident intake, service request fulfillment, troubleshooting, escalation, and resolution.
• Coordinate service desk personnel, assign workloads, manage coverage, and monitor ticket queues to ensure timely support.
• Serve as an escalation point for complex end-user issues and customer concerns.
• Provide second-tier support for end-user hardware and applications when first-tier support cannot resolve an issue; recreate user problems to diagnose operating difficulties and coordinate with network, systems engineering, and application teams to restore service and correct underlying problems.
• Ensure tickets are accurately categorized, prioritized, documented, routed, and closed in accordance with established procedures.
• Monitor response and resolution performance against applicable service level agreements and identify opportunities for improvement.
• Coordinate with infrastructure, network, application, and cybersecurity teams to resolve issues requiring specialized support.
• Oversee support for workstations, laptops, peripherals, approved software, collaboration tools, and remote access services.
• Coordinate onboarding, transfers, and offboarding support, including equipment readiness and approved access requests.
• Communicate service disruptions, ticket status, and restoration updates to affected users and government stakeholders.
• Develop and maintain service desk procedures, troubleshooting guides, knowledge articles, and customer support documentation.
• Review recurring incidents, identify trends, and coordinate problem management activities to reduce repeat issues.
• Recommend system modifications to reduce recurring user problems and maintain current, advanced technical skills in the supported technologies.
• Train and mentor service desk personnel on technical troubleshooting, ticket documentation, escalation procedures, and customer service.
• Track customer feedback, evaluate service quality, and implement process improvements.
• Provide operational reports, ticket metrics, backlog assessments, and staffing recommendations to program leadership.
• Coordinate equipment exchanges and inventory updates with asset management personnel.
• Support planned maintenance communications and priority incident response outside normal business hours when required.

Required Qualifications

• Active Top Secret (TS) security clearance with Sensitive Compartmented Information (SCI) eligibility.
• A bachelor's degree is required in information technology, computer science, business administration, or a related field.
• Senior Service Desk Lead education and experience: Master's degree (MA/MS) with 10+ years of related experience OR bachelor's degree (BA/BS) with 12+ years of related experience. Candidates qualifying under the master's degree pathway must also hold a bachelor's degree.
• Experience in a management information systems (MIS) environment, using help desk systems and problem management databases to recognize, research, isolate, resolve, and follow up on user problems.
• Demonstrated experience providing enterprise IT service desk or desktop support.
• Experience leading support personnel or coordinating service desk operations.
• Experience managing incident and service request queues using an IT service management platform.
• Experience troubleshooting Windows workstations, Microsoft 365 applications, peripherals, and common connectivity issues.
• Working knowledge of user account support, access request procedures, remote support tools, and endpoint support practices.
• Knowledge of incident management, service request fulfillment, escalation, and knowledge management processes.
• Ability to monitor service performance, analyze ticket trends, and implement improvements.
• Ability to develop support procedures, maintain accurate documentation, and train technical personnel.
• Strong leadership, organizational, communication, and customer service skills.
• Ability to work a hybrid schedule and report onsite in Arlington, VA, as required by the program.

Company Description

Dexian Government Solutions is an award-winning, ISO 9001:2015 certified, business and GSA contract holder providing diversified Information Technology services to both Civilian and Defense agencies. Services include Software Development, Systems Integration, Data Management, Project Management, Operations & Maintenance, Cybersecurity, and Training and Audio/Visual (AV) Solutions. Dexian Government Solutions has received several recognitions, including rankings on ''Top 50 Companies to Watch'', Washington Technology's Annual ''FAST 50'', and Inc. 500's List of ''Fastest Growing Private Companies''. The Dexian Government Solutions team is comprised of individuals who are dedicated to the success and sustainability of our customers and their missions. Our combination of technical expertise, big business experience, and small business agility allows us to promptly provide our customers with exceptional IT and engineering solutions.

Benefits

Our robust benefits package includes Open Paid Time Off, 11 Federal Paid Holidays & 5 Paid Sick Days, Company-paid Life/AD&D, Company-paid Short Term and Long-Term Disability, Health Insurance with Company Contribution, 401k Plan with Company Match, Employee Recognition Program, opportunity for Employee Referral Bonus, opportunity for annual Performance Bonus and much more!

EEO Statement

Dexian Government Solutions is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided based on qualifications, merit, and business need.

All applicants will be considered for employment without attention to race, religion, color, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation and related medical conditions), marital status, genetic information (including characteristics and testing), gender, sexual orientation, gender identity or expression, military and veteran status, or any other status protected under federal, state, or local law in the locations where we operate.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources. The Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan. This plan is available for inspection upon request.

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#DICE

This role requires an active Top Secret Security Clearance, customer approval, and successful completion of a pre-employment background screening.