Service Desk Lead

Taurean; Quantico (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading service management firm is seeking a leader for their Enterprise Service Desk in Quantico, VA. The role involves managing Tier 1/2 teams to ensure 24/7 coverage and SLA compliance for a large user base. Applicants should possess a relevant degree, ITIL certification, and extensive ITSM experience. This position offers the opportunity to drive service improvements and enhance operational efficiency in a dynamic environment.

Qualifications

• BA/BS in a relevant field or equivalent experience.
• ITIL v4 Foundations certification is required.
• 5–7 years of ITSM/help desk leadership experience.

Responsibilities

• Supervise Tier 1/2 technicians and handle incident escalation.
• Ensure at least 85% Tier 1 resolution and SLA compliance.
• Maintain knowledge base and performance metrics.
• Coordinate service transitions and improvements.

Skills

Service desk leadership

Incident management

SLA compliance

Knowledge management

Education

BA/BS with 3+ years or 7 years in lieu of degree

Tools

ServiceNow

Remedy

BMC Helix

Job description

Location: Quantico, VA

Clearance: Secret

Overview: Manages the Enterprise Service Desk to ensure 24x7x365 Tier 1/2 coverage and SLA compliance for 6,000 users across 1,600 sites.

Responsibilities:

• Supervise Tier 1/2 technicians and oversee incident/ticket escalation.
• Ensure ≥85% Tier 1 resolution and SLA adherence.
• Maintain knowledge base and reporting metrics.
• Coordinate service transition and process improvements.

Core Competencies: Service desk leadership | Incident management | SLA compliance | Knowledge management

Requirements:

• Education:BA/BS with 3+ years (or 7 years in lieu of degree).
• Certifications:ITIL v4 Foundations (required); HDI Support Center Manager preferred.
• Experience:5–7 years ITSM/help desk leadership in enterprise environments.

Technical Screening / Tools: ServiceNow | Remedy | BMC Helix