Help Desk Lead

About the role

Lead oversees daily Help Desk support operations, ensuring high-quality service while acting as a bridge between technicians, management, and users. They handle complex technical escalations, maintain SLAs (Service Level Agreements), and improve IT support processes while mentoring Help Desk technicians to meet performance goals.

Responsibilities

• Leads daily service desk operations, including ticket prioritization, queuing, and resolution tracking to meet SLA targets.
• Acts as the primary point of contact for high-priority or complex technical issues that Level 1 and 2 support technicians cannot resolve.
• Oversees Help Desk Technicians, provides training, contributes to performance evaluations, and fosters professional development.
• Develops, documents, and implements best practices, troubleshooting procedures, and knowledge base articles for IT support.
• Monitors system uptime, analyzes ticket trends, and generates reports on customer satisfaction and team performance.
• Provides hands-on troubleshooting of hardware, software, network, and other technology issues.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, or equivalent experience.
• 7–9 years of IT support experience, with at least 1–2 years in a supervisory role.
• Compliance with all policies and standards.
• Maintains appropriate level of government security clearance.

Preferred Qualifications

• Understanding of Windows/Mac environments, networking, Active Directory, and SaaS applications.
• Excellent communication, customer service, and conflict-resolution skills.
• Experience with IT Service Management (ITSM) tools and ticketing systems (e.g., Jira, ServiceNow, Zendesk).
• Preferred certifications: CompTIA A+, Microsoft Certified (MCP), or ITIL.

About Us

Savannah River National Laboratory (SRNL) is a multi-program laboratory applying state-of-the-art science and practical, high-value, cost-effective solutions to complex technical problems to protect the nation. Located at the U.S. Department of Energy’s (DOE) Savannah River Site (SRS) in Aiken, SC, the laboratory develops and deploys innovative technologies to address some of the nation’s environmental, energy, and national security challenges.

Benefits

• Highly competitive medical, dental, and vision options, including HSA options with company-provided seed.
• Short- and long-term disability (company-paid).
• Life insurance: non-contributory 1x salary (company-paid).
• AD&D: non-contributory 1x salary (company-paid).
• Savings & investment plan:
  • Qualified non-elective company contribution of 5% each pay period with immediate vesting.
  • Company match of 50 cents per dollar up to 8% (5-year vesting in company match).
• Contributory life insurance up to 5x salary with a $1M cap.
• Contributory AD&D (employee, spouse, and children).
• Paid time off.
• Employee Assistance Plan.

SRNL offers a competitive relocation package to ease the transition process. Domestic and international relocation assistance is available for certain positions.