Service Desk Lead

Alexandria, VA

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.

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