Service Desk Lead

Medium; Huntsville (AL); Sur place; USD 97 000 - 135 000; Plein temps

Avantages offerts par ce poste

Health insurance

Paid time off

Parental leave

401k matching

Education assistance

Life and AD&D Insurance

Disability insurance

Résumé du poste

PingWind is seeking a Service Desk Lead in Huntsville to direct responsive, customer-focused system support for PAE Fires users. The role oversees intake, triage, routing, troubleshooting, escalation, resolution, and reporting to minimize downtime and improve the user experience.

The successful candidate will lead an enterprise service desk, manage SLAs, drive metrics, and provide coaching while coordinating cross-functional teams to resolve complex incidents and maintain mission readiness.

Qualifications

• Demonstrated experience leading an enterprise service desk with formal ticketing/escalation processes.
• Strong troubleshooting knowledge across end-user hardware, Windows environments, enterprise apps, accounts/access, peripherals, and connectivity.
• Experience managing SLAs, response/resolution targets, ticket backlogs, priority/escalation practices, metrics, and trend reporting.
• Ability to translate technical information into clear, professional guidance for end users and coordinate incidents with specialized teams.
• Experience using automated service-management/ticketing systems and producing operational reports for leadership review.

Responsabilités

• Lead embedded OCIO service-desk and user-support operations ensuring timely, professional responses.
• Manage requests received by telephone, email, and the Government-provided service desk system, including intake, categorization, prioritization, routing, escalation, resolution and follow-up.
• Direct diagnosis and troubleshooting of hardware/software issues with clear, step-by-step guidance.
• Ensure team stays proficient with Government hardware, software, systems and emerging tech.
• Establish escalation with server, network, cybersecurity, app-development, asset-management teams to restore service quickly.
• Monitor SLAs and performance standards, taking corrective actions when needed.
• Analyze activity to identify recurring issues, bottlenecks, and opportunities to improve first-contact resolution.
• Generate detailed performance reports on call/ticket volumes, issue types, resolutions, trends.
• Provide technical leadership, workload management, coaching, and quality oversight for service-desk personnel.

Connaissances

Service desk leadership

Troubleshooting

SLA management

Ticketing systems

Customer service

Communication

Formation

Bachelor's degree in IT/CS/IS or related field

Description du poste

Location: Huntsville, AL
Required Clearance: SECRET
Required Education: Bachelor's degree in information technology, computer science, information systems, or a related field; equivalent relevant experience may be considered.
Required Experience: Senior IT support or service-desk experience leading customer-facing technical support operations, ticket management, escalation, SLA performance, troubleshooting, and support metrics in an enterprise environment.

Position Description

PingWind is seeking a Service Desk Lead to direct responsive, customer-focused system support for PAE Fires users. The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations, and continuously improve the support experience.

Primary Responsibilities

• Lead embedded OCIO service-desk and user-support operations and ensure timely, effective, and professional responses to customer inquiries and technical support needs.
• Manage support requests received by telephone, email, and the Government-provided automated service desk system, including intake, logging, categorization, prioritization, routing, escalation, resolution, and follow-up.
• Direct diagnosis and troubleshooting of computer hardware and software issues and ensure customers receive clear step-by-step guidance and accurate technical assistance.
• Ensure support personnel maintain current proficiency with Government hardware, software, systems, and emerging technologies needed to resolve routine and complex user issues.
• Establish effective escalation and coordination practices with server, network, cybersecurity, application-development, asset-management, and other technical teams to restore service quickly.
• Monitor adherence to established service-level agreements and performance standards and take corrective action when response or resolution performance trends below expectations.
• Analyze service-desk activity and identify recurring issues, operational bottlenecks, support trends, training needs, and opportunities to improve first-contact resolution and customer satisfaction.
• Generate detailed performance reports covering call/ticket volumes, issue types, resolution times, trends, and other relevant support metrics in accordance with applicable reporting requirements.
• Provide technical leadership, workload management, coaching, and quality oversight for service-desk personnel while maintaining a professional customer-service culture.

Required Qualifications

• Demonstrated experience leading an enterprise service desk, help desk, or deskside/user-support operation with formal ticketing and escalation processes.
• Strong troubleshooting knowledge across end-user hardware, Windows-based computing environments, common enterprise applications, accounts/access, peripherals, and connectivity issues.
• Experience managing SLAs, response/resolution targets, ticket backlogs, priority/escalation practices, support metrics, and trend reporting.
• Ability to translate technical information into clear, professional guidance for end users and to coordinate complex incidents with specialized technical teams.
• Experience using automated service-management/ticketing systems and producing operational reports for leadership review.
• Strong team leadership, customer-service, communication, coaching, and workload-management skills.
• Ability to support mission-driven operational hours and after-hours/on-call requirements when authorized and required by specific tasks.
• SECRET security clearance.

Desired Qualifications

• ITIL Foundation/Managing Professional, HDI, or comparable service-management certification.
• Experience leading service desk operations in an Army/DoD or other Federal Government environment.
• Experience with endpoint management, remote support, knowledge management, and service analytics/reporting tools.
• DoD 8140-aligned cybersecurity qualification where required by assigned cyberspace work.

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL. www.PingWind.com

Our benefits include

• Eleven Federal Holidays
• Paid Time Off accrued each pay period
• Parental Leave
• Three medical plan choices with generous employer contribution
• Dental and Vision Insurance
• Company paid Short-Term and Long-Term Disability
• Company paid Life and AD&D Insurance
• 401k with competitive matching and vesting schedule
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Medical, Dependent Care and Commuter Flexible Spending Accounts
• Employee Assistance Program
• Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
• 529 College Savings Plan
• Legal Insurance
• Pet Insurance

Salary Range

$97k-$135K

The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law