Senior Service Desk Engineer — IT Support Lead

Lever, Inc.; Quantico (VA); On-site; USD 70,000 - 74,000; Full time

Job summary

Spry is seeking a Sr Service Desk Support in Quantico, VA to deliver end-user IT support, manage incidents, and drive service improvements. The role requires a Top Secret clearance, a Bachelor’s degree or equivalent experience, and extensive experience in end-user support and service desk operations.

You will operate 6am–6pm ET and as needed for emergencies, using Jira/ITSM for ticketing, developing SOPs, and maintaining a comprehensive knowledge base to ensure high user satisfaction across the

Qualifications

• Minimum of a Bachelor's degree or equivalent experience (1 year of education = 1.5 years of experience).
• Top Secret security clearance required.
• Experience in end-user IT support and service desk operations.

Responsibilities

• Provide end-user tech support across issues via phone, email, and tickets.
• Maintain responsive help desk operations and handle inquiries efficiently.
• Use Jira or ITSM tools to track and resolve requests; multi-tier support.
• Develop and implement SOPs for common IT support scenarios.
• Monitor service desk performance metrics and improve service quality.
• Maintain knowledge base and self-service resources for users.
• Provide remote support to non-present users; collaborate with IT teams.
• Produce reports on incidents, trends, and user feedback for planning.

Skills

End-user support

Troubleshooting

Multi-tier support

SOP creation

Remote support

Knowledge base

Incident reporting

Service desk metrics

Education

Bachelor's degree or equivalent experience

Tools

Jira

Ivanti Neurons

Azure DevOps

Microsoft Service Manager

SharePoint

Job description

Spry is seeking a Sr Service Desk Support in Quantico, VA to deliver end-user IT support, manage incidents, and drive service improvements. The role requires a Top Secret clearance, a Bachelor’s degree or equivalent experience, and extensive experience in end-user support and service desk operations.

You will operate 6am–6pm ET and as needed for emergencies, using Jira/ITSM for ticketing, developing SOPs, and maintaining a comprehensive knowledge base to ensure high user satisfaction across the