Senior Support Desk Lead

Inadev; Reston (VA); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Inadev Corporation seeks a Senior Support Desk Lead to manage front-line support for users and stakeholders in a hybrid Reston, VA environment. You will guide a team of support desk analysts, oversee ticket handling, escalation, and ensure timely, accurate assistance.

The role emphasizes maintaining knowledge resources, collaboration with cross-functional teams, leveraging AI-assisted tools to summarize tickets and improve response quality, and delivering consistent, professional support across

Qualifications

• 5+ years of service desk, help desk, or IT operations experience.
• 2+ years leading support staff or service desk operations.
• Experience with ITSM tools, ticket triage, SLAs and customer-service metrics.
• Bachelor's degree or equivalent in information systems, business, or related field.

Responsibilities

• Lead day-to-day support desk operations, analyst coordination, ticket triage, escalation, and service-quality monitoring.
• Ensure incidents, service requests, user questions, and access issues are documented, prioritized, routed, and resolved according to procedures.
• Maintain support processes, scripts, knowledge articles, FAQs, user guidance, and escalation paths.
• Monitor ticket queues, SLA performance, trends, recurring issues, and customer-satisfaction indicators.
• Coordinate with operations, DevSecOps, engineering, training, communications, and client stakeholders on issue resolution and user impacts.
• Support release readiness, known-issue tracking, hypercare, and post-release support planning.
• Coach support desk analysts and review interactions for accuracy, professionalism, and consistency.
• Use AI-assisted support tools to summarize tickets, identify trends, draft knowledge articles, and improve response quality.

Skills

ITSM tools

Ticket triage

Troubleshooting

Communication skills

Team coordination

Education

Bachelor's degree or equivalent in IT / related field

Tools

ServiceNow

Job description

Position Summary:

The Senior Support Desk Lead manages front-line support operations for users and stakeholders. You will lead support desk analysts, oversee ticket handling and escalation, maintain support knowledge, and ensure users receive timely, accurate, and professional assistance.

Description

The Senior Support Desk Lead manages front-line support operations for users and stakeholders. You will lead support desk analysts, oversee ticket handling and escalation, maintain support knowledge, and ensure users receive timely, accurate, and professional assistance.

Key Responsibilities

• Lead day-to-day support desk operations, analyst coordination, ticket triage, escalation, and service-quality monitoring
• Ensure incidents, service requests, user questions, and access issues are documented, prioritized, routed, and resolved according to procedures
• Maintain support processes, scripts, knowledge articles, FAQs, user guidance, and escalation paths
• Monitor ticket queues, SLA performance, trends, recurring issues, and customer-satisfaction indicators
• Coordinate with operations, DevSecOps, engineering, training, communications, and client stakeholders on issue resolution and user impacts
• Support release readiness, known-issue tracking, hypercare, and post-release support planning
• Coach support desk analysts and review interactions for accuracy, professionalism, and consistency
• Use AI-assisted support tools to summarize tickets, identify trends, draft knowledge articles, and improve response quality

Physical Demands

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Inadev Corporation does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin

Integrity And Compliance Notice

All information provided by applicants must be complete, truthful, and accurate. Any intentional misrepresentation of skills, experience, credentials, or identity may result in removal from consideration for this and future employment opportunities.

For positions supporting U.S. federal government contracts, applicants may be subject to background investigations and employment eligibility verification in accordance with federal regulations. Providing false information during this process may be subject to review and action as required under applicable federal laws and security regulations.

Inadev is proud to be an Equal Opportunity Employer and a federal contractor committed to compliance with all applicable EEO, OFCCP, and federal hiring standards.

Requirements

Non-Technical Requirements:

• Must be a U.S. Citizen.
• Must be willing to work a HYRBID Schedule (2 Days) in Reston, VA & client locations in the Washington D.C. area as required.
• Ability to pass a 7-year background check and obtain/maintain a U.S. Government Clearance
• Strong communication and presentation skills.
• Must be able to prioritize and self-start.
• Must be adaptable/flexible as priorities shift.
• Must be enthusiastic and have passion for learning and constant improvement.
• Must be open to collaboration, feedback and client asks.
• Must enjoy working with a vibrant team of outgoing personalities.

Required Qualifications

• 5+ years of service desk, help desk, technical support, customer support, or IT operations experience
• 2+ years leading support staff, ticket queues, escalation processes, or service desk operations
• Experience with ITSM tools, ticket triage, knowledge management, SLAs, and customer-service metrics
• Strong troubleshooting, communication, documentation, organization, and customer-service skillsAbility to coordinate issue resolution across technical and non-technical teams
• Bachelor's degree or equivalent experience in information systems, business, or a related field

Preferred Qualifications

• Federal IT modernization, government service desk, or financial-regulatory support experience
• ITIL Foundation, HDI, ServiceNow, or equivalent support/service-management certification
• Experience supporting 24/7 operations, release hypercare, access management, or enterprise user communities
• Familiarity with AI-assisted ticket analysis, knowledge management, chatbot support, or support reporting tools