Senior DoD Service Desk Lead – Onsite

Ignite Now; Huntsville (AL); Vor Ort; USD 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

On-site work

Employee-owned

Zusammenfassung

Ignite Now seeks a Service Desk Lead to manage customer-facing IT support for Army personnel on Redstone Arsenal in Huntsville, AL. This onsite role directs tiered support, coordinates with cross-functional teams, and ensures timely incident resolution for both classified and unclassified environments.

The ideal candidate has 10+ years of senior/lead helpdesk experience, strong ITSM leadership, and DoD-aligned qualifications. Must have a Secret clearance and BA/BS or equivalent experience.

Qualifikationen

• Ten (10) or more years of relevant helpdesk/end-user-support experience at the Senior/Lead level.
• Experience controlling the full problem-management lifecycle, including recognition, research, isolation, resolution, escalation, follow-up, and closure.
• Experience using ITSM/help-desk systems and leading or training support personnel.
• Experience managing telephone, email, remote, desk-side, hardware, software, account, printer, móvil-device, Army 365, and peripheral support.
• Strong understanding of enterprise MIS/IT environments, tiered support, problem management, customer service, knowledge management, and escalation practices.
• Ability to lead a large support organization and maintain adequate on-site touch labor for desk-side and classified support.
• Strong written, verbal, customer service, analytical, and reporting skills.
• Ability to support on-site, after-hours, on-call, and emergency requirements.
• DoD 8140/DCWF-aligned qualification; SSCP, SecurityX (CASP+), or equivalent preferred.

Aufgaben

• Lead service desk, desk-side, tiered support, and customer-communication activities.
• Ensure all incidents and requests are accurately logged, categorized, prioritized, assigned, escalated, resolved, validated, and closed in the Government ITSM system.
• Resolve less complex problems promptly and route complex issues to the correct second-level or specialist team.
• Manage SLAs/AQLs, queue health, aging tickets, major incidents, customer updates, and follow-up actions.
• Coordinate hardware/software troubleshooting and restoration with server, network, cybersecurity, application, asset, and OEM teams.
• Maintain sufficient on-site touch labor for desk-side support and classified enclaves.
• Establish schedules and backup coverage for normal operations, critical incidents, on-call support, vacancies, and surges.
• Train and mentor support personnel, develop and maintain current SOPs, scripts, knowledge articles, and escalation paths.
• Analyze call volumes, issue types, resolution times, repeat incidents, trends, and customer feedback; recommend improvements.
• Prepare accurate performance metrics and supporting data for CDRL A014 and management reviews.

Kenntnisse

Senior/Lead helpdesk experience

ITSM systems

Team leadership

Customer service

Problem management

Ausbildung

Bachelor's Degree

Tools

ITSM software

Army 365

Remote support tools

Jobbeschreibung

Ignite Now seeks a Service Desk Lead to manage customer-facing IT support for Army personnel on Redstone Arsenal in Huntsville, AL. This onsite role directs tiered support, coordinates with cross-functional teams, and ensures timely incident resolution for both classified and unclassified environments.

The ideal candidate has 10+ years of senior/lead helpdesk experience, strong ITSM leadership, and DoD-aligned qualifications. Must have a Secret clearance and BA/BS or equivalent experience.