Service Desk Lead

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.