Service Desk Lead

CSV-Taurean; Alexandria (VA); On-site; USD 85,000 - 120,000; Full time

Job summary

A technical support company seeks a Service Desk Lead in Alexandria, VA to oversee Tier I and Tier II operations. This role includes managing Service Desk staff, ensuring effective incident resolution, and optimizing service delivery through ITIL practices. The ideal candidate will have extensive experience in helpdesk support, technical team management, and proficiency in ServiceNow and Microsoft 365. Qualifications include a bachelor's degree and Active Secret clearance.

Qualifications

• Bachelor's degree in computer science, information systems, or business.
• 9+ years of helpdesk/desktop support experience.
• 3+ years of managing technical staff.
• 2+ years of ServiceNow and Microsoft 365 use.

Responsibilities

• Direct daily Service Desk operations ensuring SLAs are achieved.
• Manage incident, problem, and request fulfillment using ServiceNow.
• Supervise technical personnel including scheduling and training.
• Maintain knowledge bases and SOPs.
• Conduct customer satisfaction reporting.

Skills

Customer service orientation

Incident/problem management

Technical team leadership

Collaboration expertise

Education

Bachelor's degree in computer science or related field

Tools

ServiceNow ITSM

Microsoft 365

Intune/SCCM

Active Directory/Azure AD

Job description

Location

Alexandria, VA

Clearance

Secret

Overview

The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices.

Responsibilities

• Direct daily Service Desk operations and ensure SLAs are achieved.
• Manage incident, problem, and request fulfillment using ServiceNow.
• Supervise technical personnel: scheduling, training, coaching, performance management.
• Maintain and update knowledge bases and SOPs.
• Conduct customer satisfaction reporting.

Minimum Requirements

• Bachelor's degree in computer science, information systems, information technology, or business.
• 9+ years of helpdesk/desktop support experience.
• 3+ years of managing technical staff.
• 2+ years of ServiceNow and Microsoft 365 use in production.
• Tier II Service Desk Equivalent certification.
• Active Secret clearance.

Tools & Platforms

ServiceNow ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones.

Core Competencies

Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.