Service Desk Lead

Caelum Research Corporation; Huntsville (AL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short-term Disability

Long-term Disability

Paid Leave

Holidays

Bereavement

Military Leave

Jury Duty

401(k) Retirement Plan

Flexible Spending Account

Dependent Care

Health Savings Account

Tuition/Training Assistance

Referral Bonuses

Job summary

Caelum Research Corporation in Huntsville, AL seeks an experienced Service Desk Lead to oversee Tier1/2 support for a major government IT contract. You will drive incident management, performance metrics, and executive communications to ensure mission success.

You will manage staffing, coaching, escalation, and continuous improvement initiatives, leveraging ITIL practices and collaboration with vendors to sustain high service levels for the Army user community.

Qualifications

• 8+ years enterprise service desk/end-user support with progressive leadership.
• Experience managing Tier 1/Tier 2 and SLA-driven operations.
• Strong ITIL incident, request, problem, knowledge, change and service-level management.
• Excellent customer-facing, escalation, coaching and written communication.
• DoD/Army secure-enterprise support experience.
• Ability to obtain and maintain required clearance/access.

Responsibilities

• Lead Tier 1/Tier 2 intake, prioritization, troubleshooting, escalation, closure and knowledge capture.
• Own first-contact resolution, MTTR, aging, reopen rate, backlog, escalation and customer-satisfaction metrics.
• Provide workforce scheduling, queue balancing, coaching and quality review.
• Coordinate complex incidents across server, network, cyber, applications, database, VTC/AV and vendors.
• Establish VIP/executive support and major-incident communications.
• Convert recurring incidents into problem records, knowledge, self-service or automation.
• Use ticket and endpoint data to identify patterns and improve reliability.
• Produce performance metrics and CDRL inputs for Government leadership.
• Maintain surge and after-hours coverage.

Skills

Leadership

Customer-facing

ITIL

Clear communication

Security clearance readiness

Tools

ServiceNow

Job description

POSITION:

Service Desk Lead

LOCATION:

Huntsville, AL

SCOPE:

Serves as a Service Desk Lead on a major IT services contract for the U.S. Army. Lead high-touch enterprise support for the user community, combining disciplined ITIL service operations, people leadership, technical troubleshooting, data-driven performance management and exceptional mission-user engagement.

RESPONSIBILITIES:

• Lead Tier 1/Tier 2 intake, prioritization, troubleshooting, escalation, closure and knowledge capture.
• Own first-contact resolution, MTTR, aging, reopen rate, backlog, escalation and customer-satisfaction metrics.
• Provide workforce scheduling, queue balancing, coaching and quality review.
• Coordinate complex incidents across server, network, cyber, applications, database, VTC/AV and vendors.
• Establish VIP/executive support and major-incident communications.
• Convert recurring incidents into problem records, knowledge, self-service or automation.
• Use ticket and endpoint data to identify patterns and improve reliability.
• Produce performance metrics and CDRL inputs for Government leadership.
• Maintain surge and after-hours coverage.

QUALIFICATIONS:

• 8+ years enterprise service desk/end-user support with progressive leadership.
• Experience managing Tier 1/Tier 2 and SLA-driven operations.
• Strong ITIL incident, request, problem, knowledge, change and service-level management.
• Excellent customer-facing, escalation, coaching and written communication.
• DoD/Army secure-enterprise support experience.
• Ability to obtain and maintain required clearance/access.

PREFERRED/HIGHLY DESIRED:

• ITIL 4 Foundation or higher.
• ServiceNow or comparable ITSM platform.
• MECM/SCCM/Intune, M365/Teams/SharePoint and VTC/AV support.
• HDI credentials and Redstone Arsenal experience.

SECURITY CLEARANCE:

Active DoDSecret Clearance

BENEFITS:

We designed our employee benefits program around the goal of improving the quality of life for each employee. We offer some of the most competitive benefits in the industry to include Medical, Dental, Vision, and Life Insurances; Short- and Long-Term Disability; Paid Leave, Holidays, Bereavement, Military, and Jury Duty; 401(k) Retirement Plan, Flexible Spending Account, Dependent Care, Health Savings Account, Tuition/Training Assistance, and Referral Bonuses.