Enterprise Service Desk Lead — SLA & Support Coach

Medium; Huntsville (AL); On-site; USD 97,000 - 135,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Parental leave

401k matching

Education assistance

Life and AD&D Insurance

Disability insurance

Job summary

PingWind is seeking a Service Desk Lead in Huntsville to direct responsive, customer-focused system support for PAE Fires users. The role oversees intake, triage, routing, troubleshooting, escalation, resolution, and reporting to minimize downtime and improve the user experience.

The successful candidate will lead an enterprise service desk, manage SLAs, drive metrics, and provide coaching while coordinating cross-functional teams to resolve complex incidents and maintain mission readiness.

Qualifications

• Demonstrated experience leading an enterprise service desk with formal ticketing/escalation processes.
• Strong troubleshooting knowledge across end-user hardware, Windows environments, enterprise apps, accounts/access, peripherals, and connectivity.
• Experience managing SLAs, response/resolution targets, ticket backlogs, priority/escalation practices, metrics, and trend reporting.
• Ability to translate technical information into clear, professional guidance for end users and coordinate incidents with specialized teams.
• Experience using automated service-management/ticketing systems and producing operational reports for leadership review.

Responsibilities

• Lead embedded OCIO service-desk and user-support operations ensuring timely, professional responses.
• Manage requests received by telephone, email, and the Government-provided service desk system, including intake, categorization, prioritization, routing, escalation, resolution and follow-up.
• Direct diagnosis and troubleshooting of hardware/software issues with clear, step-by-step guidance.
• Ensure team stays proficient with Government hardware, software, systems and emerging tech.
• Establish escalation with server, network, cybersecurity, app-development, asset-management teams to restore service quickly.
• Monitor SLAs and performance standards, taking corrective actions when needed.
• Analyze activity to identify recurring issues, bottlenecks, and opportunities to improve first-contact resolution.
• Generate detailed performance reports on call/ticket volumes, issue types, resolutions, trends.
• Provide technical leadership, workload management, coaching, and quality oversight for service-desk personnel.

Skills

Service desk leadership

Troubleshooting

SLA management

Ticketing systems

Customer service

Communication

Education

Bachelor's degree in IT/CS/IS or related field

Job description

PingWind is seeking a Service Desk Lead in Huntsville to direct responsive, customer-focused system support for PAE Fires users. The role oversees intake, triage, routing, troubleshooting, escalation, resolution, and reporting to minimize downtime and improve the user experience.

The successful candidate will lead an enterprise service desk, manage SLAs, drive metrics, and provide coaching while coordinating cross-functional teams to resolve complex incidents and maintain mission readiness.