Service Desk Lead
Caelum Research Corporation
POSITION:
Service Desk LeadLOCATION:
Huntsville, ALSCOPE:
Serves as a Service Desk Lead on a major IT services contract for the U.S. Army. Lead high-touch enterprise support for the user community, combining disciplined ITIL service operations, people leadership, technical troubleshooting, data-driven performance management and exceptional mission-user engagement.RESPONSIBILITIES:
Lead Tier 1/Tier 2 intake, prioritization, troubleshooting, escalation, closure and knowledge capture. Own first-contact resolution, MTTR, aging, reopen rate, backlog, escalation and customer-satisfaction metrics. Provide workforce scheduling, queue balancing, coaching and quality review. Coordinate complex incidents across server, network, cyber, applications, database, VTC/AV and vendors. Establish VIP/executive support and major-incident communications. Convert recurring incidents into problem records, knowledge, self-service or automation. Use ticket and endpoint data to identify patterns and improve reliability. Produce performance metrics and CDRL inputs for Government leadership. Maintain surge and after-hours coverage.QUALIFICATIONS:
8+ years enterprise service desk/end-user support with progressive leadership. Experience managing Tier 1/Tier 2 and SLA-driven operations. Strong ITIL incident, request, problem, knowledge, change and service-level management. Excellent customer-facing, escalation, coaching and written communication. DoD/Army secure-enterprise support experience. Ability to obtain and maintain required clearance/access.PREFERRED/HIGHLY DESIRED:
ITIL 4 Foundation or higher. ServiceNow or comparable ITSM platform. MECM/SCCM/Intune, M365/Teams/SharePoint and VTC/AV support. HDI credentials and Redstone Arsenal experience.SECURITY CLEARANCE:
Active DoDSecret ClearanceBENEFITS:
We designed our employee benefits program around the goal of improving the quality of life for each employee. We offer some of the most competitive benefits in the industry to include Medical, Dental, Vision, and Life Insurances; Short- and Long-Term Disability; Paid Leave, Holidays, Bereavement, Military, and Jury Duty; 401(k) Retirement Plan, Flexible Spending Account, Dependent Care, Health Savings Account, Tuition/Training Assistance, and Referral Bonuses. #J-18808-Ljbffr Caelum Research CorporationVacancy posted 1 day ago
Similar jobs that could be interesting for youBased on the Service Desk Lead in Huntsville, AL vacancy
- ...EyeCare Partners is the nation's leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists... ...locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visit...SuggestedFull timeWork at officeMonday to Friday
- ...Ophthalmic TechnicianEyeCare Partners is the nation's leading provider of clinically integrated eye care. Our national network of over... ...locations provide care in 18 states and 80 markets, providing services that span the eye care continuum.Job Title: Ophthalmic TechnicianCompany...SuggestedWork at officeMonday to Friday
Walker Surgical Center
Huntsville, AL2 days ago - Reference: 85347-369778Overview: Nomad Global Communication Solutions (Nomad GCS) is a leading provider of communication and response products serving a wide range of customers. Our purpose is to be the solution when every minute matters. We are seeking Electrical Engineers...SuggestedTemporary work
Kratos Defense & Security Solutions
Huntsville, AL4 days ago - ...Membership Manager Join our energetic club team and lead the member experience! As a Membership Manager you'll keep members happy... ...and referrals in our CRM Maintain high standards for member service, safety, and club appearance Lead from the Front and help with...SuggestedFull timeLocal areaFlexible hoursAfternoon shift
- ...Job Description Job Description Tier 1 Service Desk Support Lead Redstone Arsenal/Huntsville, AL At IPT Associates (IPTA), we enjoy solving real-world problems with technology. We work closely with our customers, teammates, experts, and partners to come up...SuggestedShift work
$65k
...Crafting Brighter Futures for Businesses & Families across the US At the forefront of specialized financial services, we help families safeguard their assets and promise a profound purpose: ensuring a brighter future for every client. Role Overview: As a Benefits...Full timeFlexible hoursMcLain Agencies
Huntsville, AL22 days ago$97k - $135k
...systems, or a related field; equivalent relevant experience may be considered. Required Experience: Senior IT support or service-desk experience leading customer-facing technical support operations, ticket management, escalation, SLA performance, troubleshooting, and...Temporary workRemote workFlexible hours$40k - $50k
Retail Sales ConsultantReady to level up your career? At Prime Communications, you'll earn competitive pay, develop valuable sales skills, and have the opportunity to grow into leadership roles with the largest authorized AT&T retailer in the U.S. With over 2,000 locations...Full timeLocal areaAfternoon shiftPrime Communications
Huntsville, AL3 days ago$165k - $215k
...an experienced and collaborative Senior Project Manager/Client Service Leader to help grow and strengthen our municipal water business... ...will serve as a trusted advisor to key municipal clients while leading the successful delivery of complex water and wastewater projects...Full timeContract workRemote workJacobs
Huntsville, AL4 days ago- ...Responsibility Summary: Primary Function - Deputy Leadership & Operations (PWS 1.16.6, 1.16.6.5): Serves as the deputy to the Senior Service Desk Lead, providing continuity of Service Desk leadership during periods of leave, surge demands, or personnel transitions. Assumes...Contract work
- ...Experience: Promote a welcoming, professional environment that prioritizes patient satisfaction, clear communication, and quality service. Additional Responsibilities: Perform other duties as assigned to support the success of the dental practice. Educational Requirements...Work at office
Affordable Care
Huntsville, AL5 days ago - ...Corporate Operations team. This role is focused on hospitality, front desk presence, and keeping daily office touches running smoothly.... ..., setup, and teardown - Act as point of contact for vendors and service providers related to office maintenance, supplies, and equipment...Temporary workWork at office
NexTech Solutions
Huntsville, AL3 days ago - .../business field. HS Diploma or equivalent and 10 years' administrative/business field. ~3 years' experience executing and leading tasks associated with mid-executive level (SES/Flag Officer, O-6 Military, GS15/NH-IV civilian), and/or general administrative support...Full timeInterim roleWork at office
Five Stones Research Corporation
Huntsville, AL1 day ago $134.5k - $265.1k
...changing threat landscape. Through powerful solutions and managed services that simplify complexity, we enable our clients to operate with... ...with your team to collate appropriate materials and agenda• Lead end-to-end delivery of multi-workstream SIR programs, including...Local areaRemote workDeloitte
Huntsville, AL1 day ago$125.1k - $225.2k
...customers that ensure the success of missions around the globe. Our intelligent employees drive the state of the art as they provide services and solutions in the areas of defense, security, intelligence, infrastructure, and environmental. We promote a culture of...Full timeFlexible hoursParsons
Huntsville, AL1 day ago- ...nation’s vital interests. Requisition #: 1874 Job Title: IT Customer Service Technician Location: On-Site, Redstone Arsenal, AL Clearance... .... Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems. Diagnose the...For contractorsRemote work
- ..., information technology, or related technical field (or equivalent combination of education and experience.) 2+ years of Customer Service Experience 2+ years of IT/Data Center/Software Support Experience Strong organizational skills with the ability to handle multiple...
$87.1k - $157.45k
...Portfolio is seeking an experienced Electronic Warfare Software Lead to drive the technical direction and execution of a large, multi... ...Leidos Defense delivers a broad portfolio of systems, solutions, and services across land, sea, air, space, and cyberspace. Our capabilities...Full timeRelocationLeidos
Huntsville, AL3 days ago- ...PCS is seeking an IT Specialist. This role supports the Federal Bureau of Investigation (FBI) under the ITSSS‐2 Advanced Support Services for Information Systems and Technology (ASSIST) program. The project delivers enterprise IT support services that enable FBI mission...Work at officeShift work
Zolon Tech
Huntsville, AL2 days ago - Information Technology Specialist (Infosec)This position serves as an Information Technology Specialist (INFOSEC) for the US Army Corps of Engineers, acting as a subject matter expert on cyber security intelligence to enhance the organization's security posture. The role...
US Government Jobs
Huntsville, AL2 days ago - ...experience requirements described below. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual;...Permanent employmentFull timePart timeLocal area
U.S. Army Corps of Engineers
Huntsville, AL16 hours ago $118k - $219.1k
Requisition ID: 14197ERP Eligible?: YesERP amount: $1,000Relocation: PossibleType: ExemptShift: 1Clearance Prior to Start: SecretFinal Clearance: SecretPay Transparency: $118,000.00 - $219,100.00Experience Level: Experienced ProfessionalFT/PT/Casual: FullTimeDepartment:...Full timeTemporary workWork experience placementCasual workFlexible hoursLockheed Martin
Huntsville, AL3 days ago- ...IT equipment to assure coordination of IT support and customer service. Document and provide feedback on trends associated with customer... ...endpoints (personal computers, laptops, tablets, smart phones, desk phones, video teleconferencing equipment, etc.) by implementing,...Permanent employmentRemote workRelocation packageMonday to FridayFlexible hours
US Department of Veterans Affairs
Huntsville, AL5 days ago - ...forecasting for hardware, software, licensing, and lifecycle refresh; lead capacity planning for compute, storage, and network.Oversee... ...customer needs, builds trust, and delivers exceptional service by using insights to drive improvements and strengthen relationships...Contract work
Modern Technology Solutions
Huntsville, AL5 days ago - Job Title The role involves a variety of critical duties focused on cybersecurity and technical leadership. Duties The responsibilities include: # Preparing and delivering technical presentations, engineering proposals, and after-action reports to inform ...
US Department of War
Huntsville, AL2 days ago $118k - $219.1k
...identify high‑risk interfaces and performance margins; develop test matrices that target those risks. - Execute and Monitor Tests - Lead test‑execution crews, capture test data, verify test‑bed fidelity, and ensure test objectives are met.Data Management & Reporting -...Full timeTemporary workWork experience placementCasual workFlexible hoursLockheed Martin
Huntsville, AL2 days ago- ...Performs all other duties as assigned. QUALIFICATIONS Ten plus years of work experience in Private Banking or Financial Services Bachelor’s Degree required Proven sales success and strong business acumen Strong community presence with an established...Full timeTemporary workWork experience placementLocal area
First Horizon Bank
Huntsville, AL4 days ago - ...OUTSIDE.Position Overview:As a Production Support Engineer, you will lead cross-functional product development and manufacturing... ...PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since...Full timeLocal area
Polaris Industries
Huntsville, AL2 days ago $85k - $120k
...Technology (IT) Systems Support Specialist to provide continuous IT systems support aligned with Integrated Product Support (IPS) services for the Apache Attack Helicopter (AAH) Project Office (PO). This position supports the development, production, fielding, and sustainment...Contract workFor contractorsWork at officeLMI
Huntsville, AL2 days ago- DescriptionSAIC is seeking a Field Support Engineer to join our S3I team in Huntsville, AL.The Indicium Project Office is seeking junior to mid-level candidates to represent and operate Network, System Integration and Test Environment (NSITE) software. Support typically...Contract workWork at office
Science Applications International Corporation
Huntsville, AL2 days ago
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Service Desk Lead. Be the first to apply!
Related searches
- remote helpdesk Huntsville, AL
- entry level help desk no experience Huntsville, AL
- helpdesk manager Huntsville, AL
- helpdesk Huntsville, AL
- helpdesk team lead Huntsville, AL
- helpdesk specialist Huntsville, AL
- IT service desk Huntsville, AL
- service desk Huntsville, AL
- help desk supervisor Huntsville, AL
- helpdesk technician ii Huntsville, AL