Service Desk Lead & IT Operations Champion

Edgewater Federal Solutions; La Cañada Flintridge (CA); On-site; USD 175,000 - 225,000; Full time

Benefits offered by this job

Paid time off

Medical Insurance

Dental Insurance

Vision Insurance

Disability Insurance

401K

Tuition reimbursement

Exercise reimbursement

Computer reimbursement

EAP

Job summary

Edgewater Federal Solutions is seeking a Service Desk Technical Lead to support an IT program at an aeronautics laboratory. The role acts as a primary contact for support requests and leads Service Desk operations, ensuring alignment with program requirements and performance standards.

The ideal candidate has 2+ years PC support experience, strong knowledge of MS Office, and the ability to obtain and maintain a Top Secret clearance.

Qualifications

• Associate's degree + 2 years of experience in related field.
• In lieu of a degree, 5 total years of equivalent experience is required.
• Two years of PC support, diagnostic/troubleshooting, & repair experience is required.
• U.S. citizenship is required per Contract to obtain and maintain a Security Clearance, with the ability to obtain and maintain a Top Secret clearance.
• Must have a working knowledge of PC operations which include Hardware, network settings, operating system, & MS Office applications.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 50 WPM.

Responsibilities

• Exercise independent judgment and technical expertise to prioritize, oversee, and improve Service Desk operations in alignment with program requirements and performance standards.
• Analyze ticket trends, service metrics, workload, and operational data to identify risks, recommend improvements, and enhance service quality.
• Serve as a technical lead and Subject Matter Expert for Service Desk processes, supported systems, applications, hardware, and complex technical issues.
• Guide resolution of aged, complex, or high-impact tickets; determine escalation paths; and coordinate with specialized IT teams as needed.
• Lead or support implementation of Service Desk solutions, process improvements, documentation, security controls, and business continuity practices.
• Monitor front-line service channels, ticket activity, and customer communications to assess service impacts and recommend operational adjustments.
• Mentor Tier I and Tier II technicians through technical coaching, troubleshooting guidance, training support, and knowledge sharing.
• Collaborate with management to identify training needs, improve technician readiness, and strengthen team performance.
• Maintain accurate procedures, ticket documentation, knowledge base content, and service records across applicable systems.
• Collaborate with internal and external service provider teams to improve coordination, service delivery, and customer outcomes.
• Lead or participate in projects, service enhancements, and continuous improvement initiatives as assigned.
• Perform other duties as assigned.

Skills

PC troubleshooting

MS Office

Typing 50 WPM

Education

Associate's degree or equivalent experience

5 years related experience in lieu of degree

Job description

Edgewater Federal Solutions is seeking a Service Desk Technical Lead to support an IT program at an aeronautics laboratory. The role acts as a primary contact for support requests and leads Service Desk operations, ensuring alignment with program requirements and performance standards.

The ideal candidate has 2+ years PC support experience, strong knowledge of MS Office, and the ability to obtain and maintain a Top Secret clearance.