Lead IT Support Desk | SLA Mastery & AI-Driven Support

Inadev; Reston (VA); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Inadev Corporation seeks a Senior Support Desk Lead to manage front-line support for users and stakeholders in a hybrid Reston, VA environment. You will guide a team of support desk analysts, oversee ticket handling, escalation, and ensure timely, accurate assistance.

The role emphasizes maintaining knowledge resources, collaboration with cross-functional teams, leveraging AI-assisted tools to summarize tickets and improve response quality, and delivering consistent, professional support across

Qualifications

• 5+ years of service desk, help desk, or IT operations experience.
• 2+ years leading support staff or service desk operations.
• Experience with ITSM tools, ticket triage, SLAs and customer-service metrics.
• Bachelor's degree or equivalent in information systems, business, or related field.

Responsibilities

• Lead day-to-day support desk operations, analyst coordination, ticket triage, escalation, and service-quality monitoring.
• Ensure incidents, service requests, user questions, and access issues are documented, prioritized, routed, and resolved according to procedures.
• Maintain support processes, scripts, knowledge articles, FAQs, user guidance, and escalation paths.
• Monitor ticket queues, SLA performance, trends, recurring issues, and customer-satisfaction indicators.
• Coordinate with operations, DevSecOps, engineering, training, communications, and client stakeholders on issue resolution and user impacts.
• Support release readiness, known-issue tracking, hypercare, and post-release support planning.
• Coach support desk analysts and review interactions for accuracy, professionalism, and consistency.
• Use AI-assisted support tools to summarize tickets, identify trends, draft knowledge articles, and improve response quality.

Skills

ITSM tools

Ticket triage

Troubleshooting

Communication skills

Team coordination

Education

Bachelor's degree or equivalent in IT / related field

Tools

ServiceNow

Job description

Inadev Corporation seeks a Senior Support Desk Lead to manage front-line support for users and stakeholders in a hybrid Reston, VA environment. You will guide a team of support desk analysts, oversee ticket handling, escalation, and ensure timely, accurate assistance.

The role emphasizes maintaining knowledge resources, collaboration with cross-functional teams, leveraging AI-assisted tools to summarize tickets and improve response quality, and delivering consistent, professional support across