On-Site Service Desk Lead — End-User Experience (SECRET)

Technology,-Automation,-and-Management,-Inc.; Huntsville (AL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Relocation Assistance

Sign-on Bonus

Travel Required

Job summary

Technology Automation & Management (TeAM), Inc. is seeking a Service Desk and End-User Services Lead for the CPE AVN ITSS program.

The role focuses on leading Tier 1 and Tier 2 service desk operations, staffing management, and ensuring ITIL-aligned processes support mission-critical user productivity at Redstone Arsenal, Alabama. Responsibilities include coordinating escalation with infrastructure, managing endpoints and devices, and driving continuous improvements in ServiceNow, knowledge

Qualifications

• At least 6 years of IT service desk, end-user support, service delivery, or IT operations experience.
• Experience with tiered support, endpoint support, account management, mobile support, ITSM tools, service metrics, knowledge management, and customer support.
• Labor Category Alignment: Senior or Journeyman, subject to TD requirements.

Responsibilities

• Lead Tier 1 and Tier 2 service desk and field-support operations.
• Manage daily staffing, scheduling, workload balancing, and escalation procedures.
• Ensure technicians capture all user requests within the Enterprise Service Center.
• Maintain ITIL-aligned incident, request, problem, knowledge, and service-level processes.
• Monitor service-level performance, ticket trends, customer satisfaction, and resolution quality.
• Coordinate Tier 3 escalation with infrastructure, network, cyber, and application teams.
• Oversee support for user accounts, endpoints, mobile devices, printers, telephony, and VDI.
• Maintain service desk knowledge articles, SOPs, user guides, and self-help materials.
• Support ServiceNow improvements, workflow automation, and customer-service enhancements.
• Coordinate executive support, surge support, off-duty support, and urgent incident response.
• Identify recurring problems and lead root-cause analysis with technical teams.

Skills

IT service desk experience

End-user support

ITSM tools

Knowledge management

Customer support

Tiered support

Mobile support

Education

Bachelor’s degree in IT, business, management, or related discipline

Job description

Technology Automation & Management (TeAM), Inc. is seeking a Service Desk and End-User Services Lead for the CPE AVN ITSS program.

The role focuses on leading Tier 1 and Tier 2 service desk operations, staffing management, and ensuring ITIL-aligned processes support mission-critical user productivity at Redstone Arsenal, Alabama. Responsibilities include coordinating escalation with infrastructure, managing endpoints and devices, and driving continuous improvements in ServiceNow, knowledge