Service Desk Lead

Location: Quantico, VA


Clearance: Secret

Overview: Manages the Enterprise Service Desk to ensure 24x7x365 Tier 1/2 coverage and SLA compliance for 6,000 users across 1,600 sites.

Responsibilities:

• Supervise Tier 1/2 technicians and oversee incident/ticket escalation.
• Ensure ≥85% Tier 1 resolution and SLA adherence.
• Maintain knowledge base and reporting metrics.
• Coordinate service transition and process improvements.

Core Competencies: Service desk leadership | Incident management | SLA compliance | Knowledge management

Requirements:

• Education: BA/BS with 3+ years (or 7 years in lieu of degree).
• Certifications: ITIL v4 Foundations (required); HDI Support Center Manager preferred.
• Experience: 5-7 years ITSM/help desk leadership in enterprise environments.

Technical Screening / Tools: ServiceNow | Remedy | BMC Helix