Tier 1 Service Desk Lead: Lead, Coach & Resolve

IPTA; Huntsville (AL); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

IPT Associates (IPTA) seeks a Tier 1 IT Service Desk Lead to manage a small team and ensure reliable, customer-focused support for a large enterprise environment at Redstone Arsenal/Huntsville, AL.

The ideal candidate has 3+ years in IT support with supervisory experience, proficiency in ServiceNow/ConnectWise/Jira, and is able to obtain DoD clearance. This role emphasizes ITIL 4 practices, performance metrics, and staffing a 6-8 person team on a daily basis.

Qualifications

• Bachelor's degree in a related field.
• 3+ years IT support experience with 1–2 years supervisory experience.
• Experience with enterprise ticketing systems (ServiceNow, ConnectWise, Jira).
• DoD 8570 Level II/III certification desired.
• Active security clearance or the ability to obtain.

Responsabilités

• Direct the day-to-day operations of Tier 1 support agents and manage shift schedules.
• Manage ticket queues, prioritization, and escalation paths.
• Track KPIs such as FCR, AHT, and CSAT.
• Monitor response and resolution times.
• Train new hires and provide ongoing coaching.
• Maintain SOPs and update the knowledge base.
• Handle complex or sensitive end-user requests during spikes.

Connaissances

Leadership

Team management

Communication

ITIL

Problem solving

Formation

Bachelor's degree

Outils

ServiceNow

ConnectWise

Jira Service Management

Active Directory

M365 Admin

Description du poste

IPT Associates (IPTA) seeks a Tier 1 IT Service Desk Lead to manage a small team and ensure reliable, customer-focused support for a large enterprise environment at Redstone Arsenal/Huntsville, AL.

The ideal candidate has 3+ years in IT support with supervisory experience, proficiency in ServiceNow/ConnectWise/Jira, and is able to obtain DoD clearance. This role emphasizes ITIL 4 practices, performance metrics, and staffing a 6-8 person team on a daily basis.