Service Desk Lead

Interactive Process Technology LLC; Huntsville (AL); On-site; USD 65,000 - 85,000; Full time

Job summary

IPT Associates (IPTA) in Huntsville, AL, seeks an experienced Tier 1 IT Service Desk Lead to direct a small team of 6-8 technicians, delivering reliable, customer-focused IT support while applying ITIL 4 service management best practices.

The role emphasizes mentoring, SOPs, KPIs (FCR, AHT, CSAT), escalation readiness, and hands-on end-user support. DoD 8570 Level II/III certification desired; active clearance or ability to obtain is preferred.

Qualifications

• Bachelor's degree in a related field is required.
• Minimum 3 years of IT support experience with 1-2 years supervisory experience.
• Experience with enterprise ticketing systems and basic endpoint troubleshooting is required.

Responsibilities

• Direct day-to-day operations of Tier 1 support agents and manage shift schedules.
• Manage ticket queues, prioritization and escalation paths.
• Track KPIs such as FCR, AHT, and CSAT; monitor response/resolution times.
• Serve as primary internal escalation point for Tier 1 incidents.
• Train new hires and coach staff; ensure adherence to SOPs and scripts.
• Maintain and update knowledge base and SOPs; suggest tooling enhancements.
• Handle complex end-user requests when volumes spike or escalations occur.

Skills

Leadership

Communication

Problem solving

Organizational skills

Education

Bachelor's degree

Tools

ServiceNow

ConnectWise

Jira Service Management

Active Directory/Entra ID

Microsoft 365

Job description

Tier 1 Service Desk Support Lead

Redstone Arsenal/Huntsville, AL

At IPT Associates (IPTA), we enjoy solving real-world problems with technology. We work closely with our customers, teammates, experts, and partners to come up with practical solutions that make a difference. Whether it's a government or business organization, we focus on understanding the need and building something that works.

Our Team

At IPTA, everything starts with our people. We're big believers that when you invest in your team, great things happen. That's why we encourage learning, growth, and trying new things-even if you don't have all the answers yet.

Our culture is rooted in fierce determination, fearless integrity, and passionate service - but we also like to keep things collaborative, supportive, and down-to-earth.

We're looking for people who:

• Are curious and excited about technology
• Like solving problems and figuring things out
• Can take initiative but also enjoy working with a team
• Want to keep learning, growing, and challenging themselves

If you're someone who's eager to jump in, learn something new, and make an impact-you'll fit right in here.

Job Description:

We are seeking an experienced Tier 1 IT Service Desk lead with experience to lead the daily operations of a small team of 6-8 technicians for an Enterprise IT Service Desk. This role is responsible for delivering reliable, efficient and customer focused IT support while applying ITIL 4 service management best practices. The Tier 1 Service Desk lead is responsible for managing daily frontline technical support operations, mentoring junior agents, establishing repeatable processes, tracking performance metrics and ensuring the team is providing good customer service.

Responsibilities:

• Direct the day-to-day operations of Tier 1 support agents, assigning daily tasks, managing shift schedules, and monitoring queue volumes.
• Manage ticket queues, prioritization and escalation paths
• Track and analyze key performance indicators (KPIs) such as First-Contact Resolution (FCR) rate, Average Handle Time (AHT), and customer satisfaction (CSAT) scores.
• Monitor response and resolution times
• Serve as the primary internal escalation point for unresolved or high-priority Tier 1 incidents before routing them to Tier 2 or Tier 3 teams
• Train new hires, provide ongoing coaching to support agents, and ensure staff adhere to troubleshooting scripts and customer service standards
• Maintain and update the internal knowledge base, document standard operating procedures (SOPs), and recommend workflow or tooling enhancements
• Handle complex or sensitive end-user support requests when ticket volumes spike or escalation paths require senior-level frontline intervention

Requirements:

• Bachelor's degree in a related field
• Minimum 3 years of IT support experience, with at least 1-2 years of supervisory experience
• Proficiency with enterprise ticketing systems (e.g., ServiceNow, ConnectWise, Jira Service Management), Active Directory/Entra ID, Microsoft 365 administration, and basic endpoint troubleshooting (Windows/macOS).
• Strong communication and organizational skills
• DoD 8570 Level II/III certification desired
• Active Security clearance or the ability to obtain

IPTA is an Equal Opportunity Employer. All employment decisions are based on individual merit, including qualifications, experience, performance, and business needs, consistent with applicable federal laws and federal contracting requirements. IPTA provides equal opportunity and utilizes merit-based principles to make employment-related decisions.

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