Onsite Deputy Service Desk Lead - Operations & Escalations

STOPSO

Arlington (VA)

On-site

USD 105,000 - 115,000

Full time

2 days ago

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Job summary

STOPSO is seeking a Deputy Service Desk Lead for onsite support in Arlington, Virginia. The role provides daily leadership to Service Desk personnel and backs up the Service Desk Manager, overseeing Tier 0–Tier 2 operations within a federal environment.

Qualifications include three years of enterprise Service Desk experience, ITIL-based processes, and an active IAT II certification with DoD clearance eligibility. Strong leadership and communication are essential for success.

Qualifications

Three or more years leading enterprise Service Desk operations.
Experience directing Tier 0–Tier 2 support and escalation workflows.
Familiarity with ITSM processes, incident, change, and problem management.
Active IAT II certification and DoD clearance eligibility.

Responsibilities

Provide operational leadership to Service Desk personnel and support staffing, workload, and queue health.
Coordinate escalations with Tier 3 and related technical teams to ensure timely resolutions.
Monitor SLAs, KPIs, and customer expectations; drive improvement initiatives.
Coach and mentor technicians and contribute to SOPs and knowledge articles.
Act as Service Desk Manager in their absence and ensure continuity of operations.