Service Desk Lead

AMERICAN SYSTEMS; Huntsville (AL); On-site; USD 90,000 - 110,000; Full time

Job summary

AMERICAN SYSTEMS is seeking a Service Desk Lead with a Top Secret/SCI eligibility clearance and a Bachelor’s degree, plus 5 years of experience leading Help Desk teams to support PAE Fires, OCIO, and IMAS. Remote work is not offered; heavy emphasis on teamwork and operational excellence.

The role involves guiding a Service Desk team, managing tickets, and driving improvements in customer satisfaction, SLAs, and incident resolution in a DoD environment.

Qualifications

• Bachelor's degree and 5+ years of related work experience.
• 5+ years leading customer-facing IT support.
• Experience in hardware/software troubleshooting; service-level performance; customer satisfaction.
• DoD 8140 certifications.
• DoD environment experience.
• Top Secret Clearance with SCI Eligibility.
• Strong communication and organizational skills.

Responsibilities

• Facilitate the digital transformation of PAE Fires. This includes the adoption and integration of advanced digital technologies, processes, and practices to enhance operational efficiency, decision-making, and overall mission effectiveness.
• Oversee and lead a team of Service Desk personnel. Deploy technicians and assign tasks based on skills needed to remedy individual events and incidents.
• Training Service Desk personnel to optimize their performance for customer satisfaction and provide on-going training for continued development.
• Manage tickets and queues. Monitor dashboards for customer requests and incidents, customer satisfaction, and first call resolution; incoming phone calls; and email queues.
• Work with leadership to support interviewing, orientation, and onboarding
• Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed.
• Monitor systems and network to ensure proper management of information technology.
• Use documentation within the knowledge base to assist end users and work with team members to establish and maintain documentation.

Skills

Customer service

Team leadership

IT support

Troubleshooting

Education

Bachelor's degree

Job description

AMERICAN SYSTEMS is seeking a Service Desk Lead with a Top Secret Clearance, Bachelor's degree and 5 years of experience leading Help Desk Teams to provide information technology support to Portfolio Acquisition Executive (PAE) Fires, Office of the Chief Information Officer (OCIO), Information Management Area Services (IMAS).

Service Desk Lead Location

• US-AL-Huntsville ID
• 2026-5014
• Category: IT / Cyber Security / Network Systems
• Position Type: Full-Time
• Remote: No
• Clearance Required: Top Secret/SCI

Overview

AMERICAN SYSTEMS is seeking a Service Desk Lead with a Top Secret Clearance, Bachelor's degree and 5 years of experience leading Help Desk Teams to provide information technology support to Portfolio Acquisition Executive (PAE) Fires, Office of the Chief Information Officer (OCIO), Information Management Area Services (IMAS).

Responsibilities

As a Service Desk Lead, you will:

• Facilitate the digital transformation of PAE Fires. This includes the adoption and integration of advanced digital technologies, processes, and practices to enhance operational efficiency, decision-making, and overall mission effectiveness.
• Oversee and lead a team of Service Desk personnel. Deploy technicians and assign tasks based on skills needed to remedy individual events and incidents.
• Training Service Desk personnel to optimize their performance for customer satisfaction and provide on-going training for continued development.
• Manage tickets and queues. Monitor dashboards for customer requests and incidents, customer satisfaction, and first call resolution; incoming phone calls; and email queues.
• Work with leadership to support interviewing, orientation, and onboarding
• Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed.
• Monitor systems and network to ensure proper management of information technology.
• Use documentation within the knowledge base to assist end users and work with team members to establish and maintain documentation.

Qualifications

• Bachelor's degree and 5+ years of related work experience
• 5 years of experience in leading customer-facing IT support; receiving, logging, routing, resolving, and tracking trouble calls;
• Experience in hardware/software troubleshooting; technical guidance; service-level performance; reporting; and customer satisfaction.
• DoD 8140 certifications
• Service desk experience in a DoD environment
• Top Secret Clearance with SCI Eligibility
• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines.
• Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.
• Experience working in a team-oriented, collaborative environment.

EEO Statement

EEO Race/Sex/Disability Status/Veteran Status