csvtaureanAlexandria, VA
Service Desk Lead
Service Desk Lead
Service Desk Lead
csvtaureanAlexandria, VA
yesterday
First-Line Supervisors of Office and Administrative Support WorkersComputer and Information Systems ManagersAdministrative Services Managers
Computer Systems Design ServicesOther Computer Related ServicesAdministrative Management and General Management Consulting Services
Apply for this role →Location: Alexandria, VA
Clearance: Secret
Overview:
The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices.
Responsibilities:
Direct daily Service Desk operations and ensure SLAs are achieved.
Manage incident, problem, and request fulfillment using ServiceNow.
Supervise technical personnel: scheduling, training, coaching, performance management.
Maintain/update knowledge bases and SOPs.
Conduct customer satisfaction reporting.
Minimum Requirements:
Bachelor's degree in computer science, information systems, information technology, or business.9+ years helpdesk/desktop support.3+ years managing technical staff.2+ years ServiceNow and Microsoft 365 in production.
Tier II Service Desk Equivalent certification.
Active Secret clearance.
Tools & Platforms:
ServiceNow ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones.
Core Competencies:
Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.
Also on the board Same function, level within a rung
Level
Lead
Location
Alexandria, VA
Occupation
First-Line Supervisors of Office and Administrative Support Workers
Industry
Computer Systems Design Services
Posted
yesterday