Service Desk Lead
csvtaureanAlexandria (VA)
About the role
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.
Before you apply
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A number in mind
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Your notice period
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