Service Desk Supervisor — Secret Clearance

Dunhill Professional Search & Government Solutions; Quantico (VA); On-site; USD 73,000 - 92,000; Full time

Job summary

Dunhill Government Solutions is seeking a Service Desk Supervisor in the Quantico, VA area to lead first-level support, document incidents, and ensure SLAs are met. The role requires Secret clearance and a Security+ cert, with extensive IT operations experience and strong customer service skills.

You will oversee staff, mentor technicians, track ticket queues, and drive KPI improvements while coordinating with Tier 2/3 and other teams to resolve complex issues.

Qualifications

• Bachelor’s degree or equivalent in lieu of degree with relevant experience.
• 3+ years of client service or public relations experience.
• 2+ years of management or team lead experience in a Service Desk.
• 8+ years in IT operations including service desk and support.
• Experience with incident/ticket tracking systems (ServiceNow required).
• Active Security clearance (Secret) required.

Responsibilities

• Supervise Service Desk staff handling first-level incidents and requests per SLAs.
• Mentor staff, set expectations, recruit, review performance, and handle HR matters.
• Monitor queues, call volumes, and workload for timely triage and escalation.
• Set KPIs and objectives for FCR, MTTR, and SLA adherence.
• Provide hands-on guidance and escalation for complex incidents.
• Ensure tickets meet SLAs/OLAs and drive root-cause analysis.
• Contribute to performance metrics reports and trend analyses.
• Recommend new procedures and self-service tools to reduce volume.
• Follow up with customers to confirm resolution and satisfaction.
• Communicate policies and expectations; coach and develop staff.

Skills

People leadership

Customer service

ITIL knowledge

Communication

Incident management

SLA management

Problem solving

Education

Bachelor’s degree or equivalent

Security+ certification

Tools

ServiceNow

Microsoft 365

Active Directory

VPN

VDI

Job description

Dunhill Government Solutions is seeking a Service Desk Supervisor in the Quantico, VA area to lead first-level support, document incidents, and ensure SLAs are met. The role requires Secret clearance and a Security+ cert, with extensive IT operations experience and strong customer service skills.

You will oversee staff, mentor technicians, track ticket queues, and drive KPI improvements while coordinating with Tier 2/3 and other teams to resolve complex issues.