Service Desk Technical Lead

Responsibilities

• Exercise independent judgment and technical expertise to prioritize, oversee, and improve Service Desk operations in alignment with program requirements and performance standards.
• Analyze ticket trends, service metrics, workload, and operational data to identify risks, recommend improvements, and enhance service quality.
• Serve as a technical lead and Subject Matter Expert for Service Desk processes, supported systems, applications, hardware, and complex technical issues.
• Guide resolution of aged, complex, or high‑impact tickets; determine escalation paths; and coordinate with specialized IT teams as needed.
• Lead or support implementation of Service Desk solutions, process improvements, documentation, security controls, and business continuity practices.
• Monitor front‑line service channels, ticket activity, and customer communications to assess service impacts and recommend operational adjustments.
• Mentor Tier I and Tier II technicians through technical coaching, troubleshooting guidance, training support, and knowledge sharing.
• Collaborate with management to identify training needs, improve technician readiness, and strengthen team performance.
• Maintain accurate procedures, ticket documentation, knowledge‑base content, and service records across applicable systems.
• Collaborate with internal and external service‑provider teams to improve coordination, service delivery, and customer outcomes.
• Lead or participate in projects, service enhancements, and continuous‑improvement initiatives as assigned.
• Perform other duties as assigned.

Qualifications

• Associate’s degree + 2 years of experience in a related field (or 5 years of equivalent experience in lieu of a degree).
• Two years of PC support, diagnostic/troubleshooting, & repair experience.
• U.S. citizenship required to obtain and maintain a Top Secret security clearance.
• Working knowledge of PC operations, including hardware, network settings, operating system, & MS Office applications.
• Intermediate to expert virtual‑desk expertise (equipment connectivity for computing customers).
• Ability to type 50 WPM.
• Preferred: Prior NASA experience.
• Experience with government‑contracting firms supporting the Federal Government.
• Experience and comfort running large meetings.
• Experience preparing presentations.

Pay

Salary range: $175,000 – $225,000.

Benefits

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts (Pre‑Tax)
• 401K and/or Roth IRA with employer matching contribution
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee must be able to fulfill typical office activities, including remaining seated for periods to perform computer entry, participating in filing activity, and lifting and carrying office supplies. Occasionally the employee must lift and/or move up to fifteen (15) pounds and perform fine hand manipulation (keyboarding).

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The position may require prolonged or irregular hours. Noise levels are usually moderate, and the employee is exposed to general office conditions while conducting duties.

About Edgewater Federal Solutions

Edgewater Federal Solutions is a privately held government‑contracting firm located in Frederick, MD. Founded in 2002, the company is ISO 9001, 20000‑1, and 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named among the Top Workplaces in the Greater Washington Area since 2018.