Lead Senior Service Desk Engineer - PAE Fires IT Support Services

EOE Statement Technology Automation & Management (TeAM), Inc. TeAM is looking for highly motivated and highly skilled individuals who are ready for exciting opportunities with a growing company. For more than a quarter of a century, we've built our reputation as a premier solutions provider to the Federal Government, and eagerly seek creative problem solvers to join our TeAM. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. Description

PENDING CONTRACT AWARD

Mission Objectives – PAE Fires requires innovative, state‑of‑the‑art solutions to address inquiries and support needs from approximately 3,500 customers. The Lead Senior Service Desk Engineer manages all end‑user support operations, ensuring timely, effective, and customer‑focused responses while maintaining SLA compliance and generating performance metrics for continuous improvement. Position Responsibility Summary Be the face of IT to approximately 3,500 users; set the tone for how every interaction is handled; personally model the professionalism, patience, and technical competence you expect from your team Reduce user downtime as the primary operational goal; measure success not by tickets closed, but by how quickly people get back to their mission work Leverage ServiceNow as the central platform for incident management, request fulfillment, and service catalog operations; configure and optimize workflows, assignment rules, and escalation paths to maximize efficiency and minimize manual routing Build and maintain ServiceNow Performance Analytics dashboards that provide real‑time and historical visibility into ticket volumes, resolution times, SLA compliance, backlog aging, and customer satisfaction trends; use these dashboards to brief leadership and drive data‑informed operational decisions Analyze support trends and recurring issues to identify systemic root causes; then partner with the Network, Systems, and Development teams to fix problems permanently rather than treating symptoms repeatedly Build a team culture where first‑contact resolution is the standard, not the exception; invest in technician training and knowledge base development so issues are resolved at the lowest possible tier Design and optimize service desk workflows within ServiceNow; ensure tickets are categorized correctly, routed efficiently, and escalated promptly when they exceed a technician's capability or time threshold Manage after‑hours and executive support coverage with the reliability that senior leaders expect; these users cannot wait until morning, and their issues often have outsized mission impact Own the end‑user experience for hardware and software deployments; coordinate with the Systems team on imaging standards, with the Network team on connectivity, and with Cybersecurity on endpoint security to deliver a seamless experience Use ServiceNow reporting and performance data (call volumes, resolution times, satisfaction feedback, trend analysis) to continuously improve operations; present findings to leadership with specific recommendations, not just raw numbers Develop contingency plans for surge periods (software rollouts, system migrations, new user onboarding waves) that maintain service quality even when demand spikes Train users proactively on self‑service tools and common tasks; reduce ticket volume by empowering the workforce, not by making it harder to ask for help Position Requirements Minimum Required Qualifications Experience: IT service desk/help desk management in DoD or federal environments supporting 1,000+ users; Hands‑on experience administering and configuring ServiceNow ITSM modules (Incident, Request, Problem, Change, Knowledge Management); Demonstrated ability to build and maintain ServiceNow dashboards, reports, and Performance Analytics visualizations to track service desk KPIs and SLA compliance; Performance metrics development, SLA management, and trend analysis; Desktop support including hardware troubleshooting, imaging, and software installation; Knowledge of Army/DoD standard applications and systems Education and Credentials Education: Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent combination of education and experience) Certifications: ITIL 4 Foundation (or ITIL v3 Foundation); IAT II per DoDM 8140.03 (e.g., Security+ CE) Years of Experience: 7+ years in IT service desk/end‑user support, with at least 3 years in a supervisory/lead role managing mid‑size support teams Optional/Value-Added Qualifications Optional/Value-Added Experience Prior experience supporting PAE Fires, PEO Missiles and Space, or Redstone Arsenal end users Experience with Army 365, Power Platform, VDI/thin client environments Knowledge of MECM/SCCM for endpoint management Experience with ServiceNow Virtual Agent, chatbot configurations, or self‑service portal customization Optional/Value-Added Additional Credentials Education: Master's degree in relevant field Certifications/Training: ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS‑ITSM); HDI Support Center Manager; ITIL 4 Managing Professional Experience: 10+ years; experience managing service desks supporting 3,000+ users with ServiceNow as the primary platform Duty Location: Redstone Arsenal, Huntsville, Alabama 35898 Work Arrangement: On‑site (embedded within the OCIO); situational telework may be authorized on a case‑by‑case basis with COR/KO approval Travel Requirements: CONUS travel may be required; Minimum Security Clearance Required: SECRET Full‑Time/Part‑Time: unspecified This position is currently accepting applications. #J-18808-Ljbffr Technology Automation & Management In