Sr Support Desk Lead

About the role

Full‑time Senior Support Desk Lead position based in Reston, VA with required client‑site work in the Washington, D.C. area; 3 days remote per week.

The Senior Support Desk Lead manages front-line support operations for EDGAR 2.0 users and stakeholders. This role leads support desk analysts, oversees ticket handling and escalation, maintains support knowledge, and ensures users receive timely, accurate, and professional assistance.

Responsibilities

• Lead day-to-day support desk operations, including analyst coordination, ticket triage, escalation, and service-quality monitoring.
• Ensure incidents, service requests, user questions, and access issues are documented, prioritized, routed, and resolved according to established procedures.
• Maintain support processes, scripts, knowledge articles, FAQs, user guidance, and escalation paths.
• Monitor ticket queues, SLA performance, trends, recurring issues, and customer-satisfaction indicators.
• Coordinate with operations, DevSecOps, engineering, training, communications, and client stakeholders to resolve issues and address user impacts.
• Support release readiness, known-issue tracking, hypercare, and post-release support planning.
• Coach support desk analysts and review support interactions for accuracy, professionalism, and consistency.
• Use AI-assisted support tools to summarize tickets, identify trends, draft knowledge articles, and improve response quality.

Requirements

• 5+ years of experience in service desk, help desk, technical support, customer support, or IT operations.
• 2+ years of experience leading support staff, ticket queues, escalation processes, or service desk operations.
• Experience with ITSM tools, ticket triage, knowledge management, SLAs, and customer-service metrics.
• Experience coordinating issue resolution across technical and non-technical teams.

Skills

Mandatory (Non‑Technical)

• Strong troubleshooting, communication, documentation, organization, and customer-service skills.
• Strong communication and presentation skills.
• Ability to prioritize tasks and self-start.
• Ability to adapt and remain flexible as priorities shift.
• Ability to collaborate, receive feedback, and respond to client requests.
• U.S. Citizenship.
• Ability to pass a 7-year background check and obtain/maintain a U.S. Government Clearance.
• Willingness to collaborate within a team environment.
• Bachelor's degree or equivalent experience in information systems, business, or a related field.

Nice‑to‑Have

• Federal IT modernization, government service desk, or financial-regulatory support experience.
• ITIL Foundation, HDI, ServiceNow, or equivalent support/service-management certification.
• Experience supporting 24/7 operations, release hypercare, access management, or enterprise user communities.
• Familiarity with AI-assisted ticket analysis, knowledge management, chatbot support, or support reporting tools.

Qualifications

• Required: Bachelor's degree or equivalent experience in information systems, business, or a related field.
• Preferred: ITIL Foundation, HDI, ServiceNow, or equivalent support/service-management certification.

Schedule

3 days remote per week; on‑site work required in Reston, VA and client locations in the Washington, D.C. area as needed.