TS/SCI Service Desk Lead - Onsite Mission-Critical Support

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 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.