Service Desk Lead (Active Secret Clearance) - Alexandria, VA

Responsibilities

• Oversee Tier 1 and Tier 2 support operations.
• Ensure prompt and effective resolution of incidents in alignment with ITIL-based service management practices.
• Supervise service desk staff, manage daily workflows and monitor ticket queues to maintain service level agreements (SLAs).
• Cookpilot escalations to higher-tier support teams and ensure clear communication throughout the resolution process.
• Accountable for maintaining the accuracy and relevance of the knowledge base, enabling consistent and efficient support.
• Identify trends in support requests and collaborate with IT leadership to implement process improvements.
• Play a key role in training new team members and fostering a culture of continuous learning and customer service excellence.

Qualifications

• Active Secret security clearance.
• Bachelor’s degree from an accredited university.
• Active IAT Level II certification.
• 9 years of experience in helpdesk/desktop support roles to include incident management, problem management, service request fulfillment, remote troubleshooting, hardware and software support, and customer service.
• 3 years of experience managing technical personnel, including performance management, training, scheduling, workload assignment, coaching and conflict resolution.
• 2 years of experience with ServiceNow platform and M365 products in a production environment, with configuration and leveraging experience for ServiceNow Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online.

Pay

$150,000 - $170,000

Benefits

• Comprehensive benefits program, including medical, dental, vision, life insurance, 401(k)
• Paid Time Off (PTO) is offered to regular full-time and part-time employees.