Service Desk Manager

Piper Companies; Newington (CT); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

PTO

Job summary

Zachary Piper Solutions is seeking a Service Desk Lead to support a long-term government technology program focused on secure and reliable IT service desk operations. The role requires an active TS/SCI clearance and will be onsite in Newington, VA.

The ideal candidate has 5+ years in IT support, leadership experience, and strong customer service skills, with ITIL and Security+ certifications. DoD/government experience is preferred, with a comprehensive benefits package offered.

Qualifications

• Active TS/SCI clearance required.
• 5+ years of IT support or service desk experience.
• Experience leading or supervising technical support teams.

Responsibilities

• Lead, mentor, and manage a team of Service Desk technicians.
• Manage personnel schedules and workload distribution.
• Review, prioritize, and oversee incident and service request tickets.
• Coordinate with technical teams to resolve issues.
• Monitor service desk performance and SLAs.
• Escalate complex issues and drive resolutions.
• Prepare operational reports and leadership briefings.
• Maintain documentation of incidents and activities.
• Ensure timely, high-quality customer support.
• Support a fast-paced mission-focused environment.

Skills

IT leadership

Customer service

Troubleshooting

Communication skills

Documentation

Education

CompTIA Security+ certification

ITIL Foundation certification

CCNA certification (preferred)

Job description

Zachary Piper Solutions is seeking a Service Desk Lead to support a long-term government technology program focused on secure and reliable IT service desk operations. The Service Desk Lead role is ideal for an experienced technical support professional with leadership experience, strong customer service skills, and a background supporting mission-critical government environments. This position will be onsite in Newington, VA and requires a TS/SCI clearance!

Responsibilities of the Service Desk Lead:

• Lead, mentor, and manage a team of Service Desk technicians supporting daily operations.
• Manage Service Desk personnel schedules and workload distribution.
• Review, prioritize, and oversee customer incident and service request tickets.
• Coordinate with technical teams and functional work centers to resolve issues efficiently.
• Monitor service desk performance and ensure adherence to service standards and SLAs.
• Escalate complex technical issues when required and drive resolution efforts.
• Prepare operational reports, service metrics, status updates, and leadership briefings.
• Maintain accurate documentation and reporting of incidents, requests, and operational activities.
• Ensure customers receive timely, effective, and high-quality support.
• Support a fast-paced, mission-focused environment while maintaining operational excellence.

Qualifications of the Service Desk Lead:

• Active TS/SCI clearance required.
• 5+ years of IT support, Service Desk, or related technical experience.
• Previous experience leading or supervising technical support teams preferred.
• CompTIA Security+ certification required.
• ITIL Foundation certification required.
• Strong communication and customer service skills.
• Excellent documentation, reporting, and briefing capabilities.
• Proven troubleshooting and problem-solving experience.

• Experience working in collaborative team environments.
• Technical degree, formal technical training, or relevant industry certifications.
• Experience supporting government or DoD environments preferred.
• Cisco Certified Network Associate (CCNA) certification preferred.

Compensation for the Service Desk Lead includes:

• Salary range: $130,000 - $150,000
• Comprehensive benefits package including medical, dental, vision, 401(k), and PTO

This job opens for applications on 09/03/2026. Applications for this job will be accepted for at least 30 days from the posting date.

#LI-MM1 #LI-ONSITE

Keywords:

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