Onsite Service Desk Lead | Tier 0–2 Ops, Arlington

Strategic Operational Solutions, Inc; Arlington (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Strategic Operational Solutions, Inc (STOPSO) is seeking a Deputy Service Desk Lead to join our Arlington, VA team. This onsite role supports Tier 0–Tier 2 operations in a federal customer environment and acts as the Service Desk Manager in their absence.

You will lead Service Desk personnel, oversee staffing and queue health, coordinate escalations, and ensure service performance against SLAs and KPIs. A strong background in ITSM and customer-focused leadership is essential.

Qualifications

• Minimum of 3 years of progressive experience in enterprise Service Desk or similar IT support roles.
• Active IAT Level II certification at start date.
• U.S. citizenship required for government contract eligibility.
• Ability to obtain DoD Top Secret clearance prior to entry on duty.

Responsibilities

• Support the Service Desk Manager in daily leadership and coordination of Tier 0–Tier 2 operations.
• Provide direct leadership and guidance to Service Desk personnel.
• Coordinate staffing, workload distribution, and operational coverage based on customer needs.
• Monitor ticket queues, aging, backlog, priority, and resolution progress.
• Triage, troubleshoot, document, escalate, and resolve tickets across tiers 0–2.
• Coach and mentor technicians; assist with escalations and knowledge sharing.
• Coordinate escalations with Tier 3 and other teams; track through resolution.
• Support monitoring of SLAs, KPIs, and contractual requirements.
• Participate in meetings and service reviews; act as Service Desk Manager when needed.

Skills

Leadership

Communication

Coaching

Multi-tasking

Problem-solving

Customer service

Education

Bachelor's degree

Tools

ServiceNow

ITIL

Job description

Strategic Operational Solutions, Inc (STOPSO) is seeking a Deputy Service Desk Lead to join our Arlington, VA team. This onsite role supports Tier 0–Tier 2 operations in a federal customer environment and acts as the Service Desk Manager in their absence.

You will lead Service Desk personnel, oversee staffing and queue health, coordinate escalations, and ensure service performance against SLAs and KPIs. A strong background in ITSM and customer-focused leadership is essential.