Service Desk Lead

Founded in 2001, Indigo IT is an award winning information technology consulting and services company. We are a trusted services provider to government agencies seeking innovative Cloud, Cybersecurity, Knowledge Management, and Enterprise solutions. We know our defense, federal, and civilian customers have critical IT infrastructures that must remain reliable, available, and maximized. Indigo IT is mission focused and committed to maintaining a sense of urgency in anticipating and supporting our customers’ technology goals and objectives. Our unique ability to think beyond today allows our clients to stay ahead of their IT challenges. As a Veteran-Friendly employer, we are proudly partnered with the Virginia Values Veterans (V3) Program, and a recipient of the HIRE Vets Gold Medallion Award, which recognizes our commitment to recruiting our nation’s Veterans. Recognized on the Inc. 5000 list of America’s fastest growing companies in 2020 & 2021 and named as one of the 2022 Best Places to Work in Virginia, we are always looking to hire top talent in the field - come join us today! The Service Desk Lead shall oversee Tier I/II service desk operations supporting a major IT services contract for the U.S. Army. The lead shall ensure timely resolution of incidents, service requests, and customer support activities while maintaining operational performance metrics and user satisfaction. Key Responsibilities Manage daily service desk operations and personnel. Oversee incident management, request fulfillment, escalation, and problem resolution processes. Ensure compliance with SLAs and customer support metrics. Coordinate support for desktop systems, mobile devices, software applications, and collaboration tools. Maintain operational readiness for 24/7 mission support requirements. Develop and maintain SOPs, knowledge articles, and service desk documentation. Track performance trends and implement process improvements. Coordinate customer communication and outage notifications. Ensure service desk ticketing systems and workflows are properly maintained. Minimum Qualifications Bachelor’s degree or equivalent experience. Minimum 5 years of experience managing enterprise IT support operations. Strong troubleshooting and customer service skills. Experience with ITSM/ticketing platforms. Certifications Security+ CE preferred Security Clearance Active Secret clearance required. At Indigo IT, we offer an expansive benefits package for our employees, which includes: Medical, Dental, and Vision coverage options. In addition, we offer 401(k) with company match, Group life and disability, Flex Spending Accounts (FSA), Paid Time Off (PTO), Paid holidays, and Education assistance. We also have in house training programs for employees, we reward thought leadership with bonuses and recognition for publishing, speaking, and innovative thought leadership in our industry. Indigo IT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. This employer uses E-Verify. #J-18808-Ljbffr