Service Desk Lead - Enterprise IT Support & Leadership

Socket.dev; Huntsville (AL); On-site; USD 97,000 - 135,000; Full time

Benefits offered by this job

Eleven Federal Holidays

Paid Time Off

Parental Leave

Medical plan choices

Dental Insurance

Vision Insurance

Short-Term Disability

Long-Term Disability

Life and AD&D Insurance

401k with matching

Continuing education assistance

Pet Insurance

Wellness programs

529 College Savings Plan

Legal Insurance

Job summary

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.

The role requires SECRET clearance and prior enterprise-service-desk leadership, with hands-on oversight of metrics, SLA performance, and

Qualifications

• Enterprise service desk leadership with formal ticketing and escalation processes.
• Troubleshooting across hardware, Windows environments, enterprise apps, and access issues.
• Experience managing SLAs, response/resolution targets, backlogs, metrics, and trend reporting.
• Translate technical information to end users and coordinate incidents with specialized teams.
• Experience with automated service-management systems and producing operational reports.
• Strong team leadership, customer-service, communication, and workload-management skills.
• Support mission-driven hours and after-hours/on-call requirements when required.
• SECRET security clearance.

Responsibilities

• Lead service-desk operations and ensure timely, professional responses.
• Manage requests via phone, email, and the service desk system including intake and routing.
• Direct diagnosis and troubleshooting of hardware/software issues with clear guidance.
• Maintain proficiency with Government hardware/software and emerging technologies.
• Establish escalation with other technical teams to restore service quickly.
• Monitor SLAs and take action when performance trends lag.
• Analyze activity to identify recurring issues and training needs.
• Generate detailed performance reports on call/ticket volumes and trends.
• Provide leadership, coaching, and quality oversight for service-desk staff.

Skills

Troubleshooting

End-user hardware

Windows environments

Enterprise applications

Accounts & access

Team leadership

Customer service

Communication

Workload management

Education

Bachelor's degree or equivalent

Tools

Ticketing systems

Operational reporting tools

Job 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.

The role requires SECRET clearance and prior enterprise-service-desk leadership, with hands-on oversight of metrics, SLA performance, and