Senior Support Desk Lead: AI-Driven Incident Coach

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

Job summary

Inadev Corporation in Reston, VA, is seeking a Senior Support Desk Lead to manage frontline support operations for users and stakeholders. You will lead support desk analysts, oversee ticket handling and escalation, and ensure timely, accurate, and professional assistance across all inquiries.

The role requires strong leadership, ITIL familiarity, and experience coordinating across technical and non-technical teams. A hybrid work schedule is expected with some client-site presence in the D.C.

Qualifications

• Minimum 5+ years in service desk, help desk, or IT operations roles.
• Minimum 2+ years leading support staff, ticket queues, or escalation processes.
• Experience with ITSM tools, ticket triage, knowledge management, SLAs, and customer-service metrics.
• Strong troubleshooting, communication, documentation, organization, and customer-service skills.
• Ability to coordinate issue resolution across technical and non-technical teams.

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

Leadership

Stakeholder communication

IT operations

ITIL knowledge

Troubleshooting

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Knowledge base tools

Job description

Inadev Corporation in Reston, VA, is seeking a Senior Support Desk Lead to manage frontline support operations for users and stakeholders. You will lead support desk analysts, oversee ticket handling and escalation, and ensure timely, accurate, and professional assistance across all inquiries.

The role requires strong leadership, ITIL familiarity, and experience coordinating across technical and non-technical teams. A hybrid work schedule is expected with some client-site presence in the D.C.