Secret-Cleared Service Desk Lead Elevate Support

Dunhill Professional Search & Government Solutions; Quantico (VA); On-site; USD 91,000 - 145,000; Full time

Job summary

Dunhill Government Solutions is seeking a Service Desk Lead to oversee daily operations of the external-facing service desk in Quantico, VA. You will supervise analysts, manage queues, and ensure service levels.

The role combines hands-on customer support with team leadership, requiring active Secret clearance and Security+ or DoD IAT-II certification. You will coordinate with Product, Engineering, and Account Management to resolve high-impact issues and improve processes.

Qualifications

• Bachelor's degree, or Associate degree with 2+ years relevant experience, or 4 years relevant experience.
• 3+ years of experience in a customer-facing technical support or service desk role.
• Active Secret clearance required.
• Security+ or DoD IAT-II certified.
• Experience with CRM/ticketing platforms (Zendesk, Salesforce, Freshdesk, ServiceNow).

Responsibilities

• Supervise, schedule, and mentor Service Desk Analysts/Agents handling customer calls, chats, and tickets.
• Escalation point for complex, sensitive, or dissatisfied-customer issues.
• Monitor queues in real time to meet SLAs and response-time targets.
• Track and report CSAT/NPS, average handle time, first-contact resolution, SLA compliance, ticket backlog.
• Monitor and support Tier 0 (self-service/chatbot) deflection for external users.
• Develop and maintain customer-facing support procedures, macros/canned responses, and knowledge base articles.
• Handle escalated customer complaints professionally, aiming for first-contact resolution and retention.
• Coach agents on product knowledge, communication skills, and de-escalation techniques.
• Coordinate with Product, Engineering, and Account Management teams on recurring or high-impact customer issues.
• Identify trends in customer inquiries and recommend process, product, or documentation improvements.
• Administer ticketing/CRM system — queue setup, routing rules, tagging.
• Ensure compliance with SLAs defined in customer contracts and service agreements.
• Support onboarding and training of new customer support agents.
• Assist in after-hours/weekend coverage planning as needed for customer-facing support.
• Work hours are either 6A-2P or 12P-8P ET.

Skills

Customer-facing support

Coaching/leadership

Multichannel support

De-escalation techniques

Strong communication

Training

Education

Bachelor's degree

Associate degree +2 years relevant experience

4 years relevant experience

Tools

Zendesk

Salesforce

Freshdesk

ServiceNow

Job description

Dunhill Government Solutions is seeking a Service Desk Lead to oversee daily operations of the external-facing service desk in Quantico, VA. You will supervise analysts, manage queues, and ensure service levels.

The role combines hands-on customer support with team leadership, requiring active Secret clearance and Security+ or DoD IAT-II certification. You will coordinate with Product, Engineering, and Account Management to resolve high-impact issues and improve processes.