Help Desk Technical Lead (Senior Level III)

About the role

Noblis is seeking a Senior Help Desk Technical Lead to support our customer in Chantilly, VA. The Senior Help Desk Technician (Lead) is responsible for overseeing the daily operations of the IT service desk, guiding a team of technicians to ensure prompt, effective delivery of technical support to end-users across the organization.

Responsibilities

• Oversees the daily operations of the IT service desk, monitors queue workflows, assigns incoming incidents, and manages the entire ticket lifecycle to ensure the team consistently meets established service level agreements (SLAs).
• Guides a team of help desk technicians, provides mentorship, delivers performance feedback, and offers technical direction to support personnel to ensure prompt, effective delivery of technical support across the organization.
• Serves as the primary escalation point for complex technical issues, performing hands-on high-level troubleshooting of hardware, software, and identity access systems that exceed standard Tier 1 resolution capabilities.
• Analyzes performance metrics, ticket trends, and system logs within a structured service management framework to identify recurring technical issues and implement proactive, systemic solutions that reduce incident volume.
• Establishes, documents, and maintains standard operating procedures for the help desk environment, ensuring consistent service delivery and repeatable resolution processes across the team.
• Maintains an internal technical knowledge base, curating troubleshooting guides, resolution articles, and reference documentation to accelerate ticket resolution and improve first-contact resolution rates.
• Designs and delivers training materials to continuously improve team efficiency, technical competency, and first-contact resolution rates across all support tiers.
• Collaborates closely with IT managers, infrastructure engineers, and vendor support to coordinate incident response for critical service disruptions, ensuring timely communication and resolution.
• Balances hands-on technical support with administrative oversight of the help desk environment, including scheduling, resource allocation, and workload distribution across the team.
• Identifies opportunities to improve service desk processes, tools, and workflows, implementing systemic solutions that enhance overall team performance and end-user satisfaction.

Requirements

• US Citizenship is required
• Active Top Secret (TS) clearance with eligibility for Sensitive Compartmented Information (SCI) and ability to obtain a Counterintelligence (CI) Polygraph.
• Bachelor's degree in Information Technology, Computer Science, or a related field with Minimum of 8 years, or Associate's degree with Minimum of 10 years of progressive experience in IT support, help desk operations, or service desk management.
• Minimum of 4 years of experience in a lead or supervisory capacity overseeing help desk or service desk teams, including queue management, SLA monitoring, ticket lifecycle management, and team performance oversight.
• Current CompTIA Security+ certification (or ability to obtain within 2 months of hire).
• Strong troubleshooting skills for hardware, software, network, and identity access management issues across enterprise environments, with demonstrated ability to resolve complex escalated incidents.
• Experience operating within a structured IT Service Management framework (such as ITIL), including incident management, problem management, and service request fulfillment processes.
• Demonstrated experience establishing and maintaining internal technical knowledge bases, standard operating procedures, and service desk documentation.
• Excellent interpersonal and communication skills with the ability to provide clear technical direction, deliver performance feedback, and coordinate across IT managers, infrastructure engineers, and vendor support teams.
• Strong self-organization skills with the ability to balance hands-on technical support with administrative oversight, prioritize competing demands, and adapt to changing operational requirements.

Desired Qualifications

• Active TS/SCI with CI Polygraph
• ITIL Foundation certification or higher (ITIL v4 preferred)
• CompTIA A+, Network+, or additional technical certifications beyond Security+.
• Experience with ITSM platforms (such as ServiceNow, Remedy, or equivalent ticketing systems).
• Experience working with classified networks (such as NIPRNet, SIPRNet, or JWICS) in a DoD or federal government environment.
• Familiarity with Federal Government policies, directives, and cybersecurity frameworks.
• Experience managing service desk operations supporting 500 or more end-users.
• Background in designing and delivering technical training programs for help desk personnel.
• Experience coordinating vendor support relationships and managing third-party escalation processes.

Pay

The projected compensation range for this position is $146,200.00 - $228,400.00 per year.

Schedule

Remote/hybrid status is subject to change based on Noblis and/or government requirements.