Senior Service Desk Lead – TS/SCI, Arlington

LinTech Global, Inc.; Arlington (VA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Dexian Government Solutions is seeking a Service Desk Lead to provide leadership and operational oversight for end-user IT support services in support of the F-35 JPO ITSS program in Arlington, VA. The role coordinates service desk personnel, manages incident and service requests, and collaborates with government stakeholders and IT teams to maintain service quality.

The ideal candidate has TS clearance with SCI eligibility, a relevant degree with extensive MIS/ITSM experience, and a proven

Qualifications

• Active TS clearance with SCI eligibility.
• Bachelor's degree in IT, CS, business admin, or related field.
• Master's degree with 10+ years or Bachelor's with 12+ years experience; master's pathway requires bachelor's.
• Experience in MIS environment with help desk systems and problem management databases.
• Experience leading support personnel or coordinating service desk operations.
• Experience managing incident and service request queues using an IT service management platform.
• Experience troubleshooting Windows workstations and Microsoft 365 applications.
• Knowledge of incident management, service request fulfillment, escalation, and knowledge management processes.
• Strong leadership, organizational, communication, and customer service skills.
• Ability to work a hybrid schedule and report onsite in Arlington, VA.

Responsibilities

• Lead daily service desk operations, including incident intake, service request fulfillment, troubleshooting, escalation, and resolution.
• Coordinate service desk personnel, assign workloads, manage coverage, and monitor ticket queues to ensure timely support.
• Serve as an escalation point for complex end-user issues and customer concerns.
• Provide second-tier support for end-user hardware and applications when first-tier support cannot resolve an issue; coordinate with network, systems engineering, and application teams.
• Ensure tickets are accurately categorized, prioritized, documented, routed, and closed in accordance with established procedures.
• Monitor response and resolution performance against SLAs and identify opportunities for improvement.
• Coordinate with infrastructure, network, application, and cybersecurity teams to resolve issues requiring specialized support.
• Oversee support for workstations, laptops, peripherals, approved software, collaboration tools, and remote access services.
• Coordinate onboarding, transfers, and offboarding support, including equipment readiness and approved access requests.
• Communicate service disruptions, ticket status, and restoration updates to affected users and government stakeholders.
• Develop and maintain service desk procedures, troubleshooting guides, knowledge articles, and customer support documentation.
• Review recurring incidents, identify trends, and coordinate problem management activities to reduce repeat issues.
• Recommend system modifications to reduce recurring user problems and maintain current, advanced technical skills.
• Train and mentor service desk personnel on technical troubleshooting, ticket documentation, escalation procedures, and customer service.
• Track customer feedback, evaluate service quality, and implement process improvements.
• Provide operational reports, ticket metrics, backlog assessments, and staffing recommendations to program leadership.
• Coordinate equipment exchanges and inventory updates with asset management personnel.
• Support planned maintenance communications and priority incident response outside normal business hours when required.

Skills

TS clearance with SCI eligibility

MIS environment experience

Service desk leadership

ITSM platform experience

Windows & MS 365 troubleshooting

User account support workflows

Incident management knowledge

Leadership & communication

Hybrid/on-site availability Arlington

Education

Master's degree (MA/MS) with 10+ years

Bachelor's degree (BA/BS) with 12+ years

Tools

Microsoft 365

Job description

Dexian Government Solutions is seeking a Service Desk Lead to provide leadership and operational oversight for end-user IT support services in support of the F-35 JPO ITSS program in Arlington, VA. The role coordinates service desk personnel, manages incident and service requests, and collaborates with government stakeholders and IT teams to maintain service quality.

The ideal candidate has TS clearance with SCI eligibility, a relevant degree with extensive MIS/ITSM experience, and a proven