Senior Service Desk Lead - IT Operations & Support

Bravura, Inc.; Huntsville (AL); On-site; USD 95,000 - 125,000; Full time

Job summary

Bravura, Inc. seeks a Service Desk Lead - Senior at Redstone Arsenal, AL. The role demands 8+ years of experience, a Secret clearance minimum, and readiness for TS/SCI and SAP access as required by assigned systems.

The candidate will lead service desk operations, manage SLAs, and coordinate across Tier 1–3 teams. Responsibilities include system installation, configuration, troubleshooting, and maintenance of hardware and software, with emphasis on customer-focused support, timely escalation,

Qualifications

• Must fulfill at least one of the following options (A-D).
• 8+ years of experience
• Secret minimum clearance; TS/SCI and SAP access as required; CAC/NACI required.

Responsibilities

• Installs, configures, troubleshoots, and maintains hardware, software, and administers system accounts.
• Leads service desk operations and embedded OCIO customer support, including ticket intake, triage, escalation, follow‑up reporting, SLA/performance metrics, knowledge/SOP updates, customer satisfaction, and coordination across Tier 1, Tier 2, and technical teams.
• Support system management for system‑level applications, file systems, & restricted shell access menus; hardware installation, troubleshooting, maintenance, backups, updates, and system support.
• Deliver innovative, state‑of‑the‑art solutions to address inquiries and support needs from customers; oversee team to provide timely, effective, and customer‑focused responses to user inquiries, ensuring resolution of related issues, including diagnosing and troubleshooting computer hardware and software problems; manage support personnel embedded within OCIO to ensure seamless integration, collaboration, and continuity of support services.
• Respond promptly to user inquiries received via telephone, email, or Government‑provided automated service desk system; assist customers with computer and software‑related issues by diagnosing nature of reported problems and guiding them through step‑by‑step resolution processes; prioritize clear, professional communication and effective problem‑solving to ensure a positive user experience and minimize downtime.

Education

Advanced degree in Computer Science / Information Technology or related field / Masters in Strategic Information & Cyberspace Studies

Military training in maintenance (list of programs)

Active certification in SecurityX / CASP+; CCNP Security; CCSP; FITSP-O; or GFACT

Experience alternative

Job description

Bravura, Inc. seeks a Service Desk Lead - Senior at Redstone Arsenal, AL. The role demands 8+ years of experience, a Secret clearance minimum, and readiness for TS/SCI and SAP access as required by assigned systems.

The candidate will lead service desk operations, manage SLAs, and coordinate across Tier 1–3 teams. Responsibilities include system installation, configuration, troubleshooting, and maintenance of hardware and software, with emphasis on customer-focused support, timely escalation,