Senior Help Desk Lead

CEDGE, INC.; Illinois; Hybrid; USD 114,000 - 120,000; Full time

Job summary

CEdge has a Senior Help Desk Lead opportunity in Scott AFB, IL. The role supports a 24/7 global service desk with onsite and remote capabilities, ensuring rapid incident response and DoD-compliant security management.

The successful candidate will manage Tier II/III support, drive metrics, and coordinate provisioning while maintaining strong customer focus and cross-team collaboration.

Qualifications

• Experience in Tier II/III mission-critical support environments.
• Knowledge of DoD security protocols and compliance standards.
• Excellent written and verbal communication.
• Ability to provide after-hours on-call support and hybrid delivery.

Responsibilities

• Maintain a 24/7/365 global Service Desk with on-site and remote support.
• Provide continuous operational availability and responsiveness to global users.
• Handle escalated issues and incident resolution.
• Implement metrics reporting using ServiceNow and Jira.
• Produce monthly Service Desk metrics reports detailing ticket volume, resolution times, SLA compliance, and system availability.
• Document incidents for root cause analysis and handoff to development teams.
• Coordinate account provisioning and access reviews to maintain compliance.

Skills

Tier II/III support

Incident management

Communication

On-call support

Education

Bachelor's degree or higher in CS/related

Tools

ServiceNow

Jira

AWS GovCloud

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Senior Help Desk Lead

Full Time SAFB, IL, US

3 days ago Requisition ID: 1045

Salary Range: $114,000.00 To $120,000.00 Annually

CEdge has an opportunity for a Sr Help Desk - Lead located in Scott AFB, IL. If you are ready to work alongside World Renowned Technology experts, and carry the skills below, this is the opportunity that will inevitably take your career to unbelievable levels!

Objective:Operate and sustain a continuous, global service desk providing Tier II and Tier III technical assistance to TRAC2ES users worldwide. Ensure timely, accurate, and effective support to maintain high system availability and support the Department of Defense’s global patient movement mission

Key Responsibilities

• Maintain 24/7/365 global Service Desk, with on-site personnel during core hours and remote support during non-core hours (on call)
• Provide continuous operational availability and responsiveness to global users.
• Handle escalated technical issues, system support tasks, and mission-critical incident resolution.
• Implement and maintain metrics-reporting tools (ServiceNow, Jira) for performance analysis and visualization.
• Produce monthly Service Desk Metrics Reports detailing ticket volume, resolution times, SLA compliance, system availability, trend analysis, defect status, account changes, and incident summaries.
• Operate a structured triage process for incoming tickets: categorize, assign severity, initiate response workflow, and track through resolution.
• Document incidents in ServiceNow with details for root cause analysis and handoff to development teams.
• Track and close tickets per standard process.
• Process account requests within defined timelines (standard: 1 business day; urgent: 4 hours).
• Coordinate new user account provisioning based on mandatory training completion
• Monitor active accounts and perform periodic access reviews for compliance.
• Coordinate multi-domain account provisioning and maintain proper authorization documentation.

Requirements

• Experience in Tier II/III technical support in a global, mission-critical environment.
• Familiarity with ServiceNow, Jira, and AWS GovCloud architecture.
• Strong incident management, ticket triage, and escalation skills.
• Knowledge of DoD security protocols, account management, and compliance standards.
• Excellent communication and documentation skills.
• Ability to provide after hours on-call remote and on-site support.
• Ability to work Hybrid- onsite/ client site delivery

Clearance - Secret Clearance

Mid Foundational with one of the following:

• Cloud+
• GICSP
• GSEC
• Security+
• SSCP

Education : Bachelor's degree or higher in Computer Science, Information Technology, Engineering, Engineering Management, Management Information Systems, Mathematics, or related STEM degree program.

Minimum experience : 10+ years.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the incumbent is regularly required to:

• Use their hands to handle, feel and touch
• Reach with hands and arms
• Talk and hear
• Stand, walk, sit, climb or balance
• Stoop, kneel, crouch or crawl
• Lift up to a minimum of 25 pounds

The vision requirements for this position include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.