Computer Science, Customer Escalations, Customer Support/Service, Emerging Technology, Help Desk, Information Technology & Information Systems, Mainframe Computer, Maintenance Services, Network Software, Performance Analysis, Performance Management, Problem Solving Skills, Process Improvement, Professional Services, Quality Assurance, Quality Control, Research Laboratory, Secret Clearance, Service Delivery, Software Development, Software Engineering, Systems Engineering, Team Lead/Manager, Work From Home
Service Desk Site Lead
Job ID: 2613679
Location: Remote Work, TN, United States
Date Posted: Jun 17, 2026
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: Remote
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Job Description
Description
The Service Desk Site Lead will serve as the primary escalation point for customer and technician issues and will interface with the Program Manager to drive process improvement and service delivery performance for the Army Research Laboratory in Adelphi, MD. The Service Desk (ESD) is the focal point for end users to report incidents, submit service requests, seek advice, obtain training, and register complaints.
This role is Remote from anywhere within the United States.
- Oversee Tier I and Tier II ticket management, Queue managers, and Quality Assurance Analysts.
- Responsible for ticket assignment for completion.
- Responsible and leads for quality control processes, service improvement and performance monitoring, and problem management.
- Provide Tier II service desk support for end-user PC, server, mainframe applications, and hardware requests.
- Recommend system modifications to enhance the usability of Information Systems and network resources.
- Route and escalate requests to Tier III and other teams for quick customer issue resolution.
- Work alongside network services, software systems engineering teams, and/or application development teams to restore service and correct core problems.
Qualifications
EDUCATION AND EXPERIENCE:
- Must have a BA/BS in computer sciences or information technology and 6+ years of experience; additional experience may be considered in lieu of a degree.
- Preference of at least ten (10+) years of relevant experience working in an IT or Service Desk environment.
- Prior leadership of a technical team highly preferred.
CLEARANCE REQUIREMENT:
- Must have an active Secret clearance. Citizenship required.
CERTIFICATION REQUIREMENT:
- IAT Level II Certification equivalent or higher per DoD 8570/DoD 8140 (CompTIA Security+ CE).
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Overview
SAIC accepts applications on an ongoing basis and there is no deadline.
SAIC is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
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Science Applications International Corp
SAIC is a premier Fortune 500® technology integrator driving our nation's digital transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, IT modernization, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.
We are a team of 26,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.