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Service Desk Lead
Job in
Alexandria, Fairfax County, Virginia, 22350, USA
Listed on 2026-03-03
Listing for:
CSV-TAUREAN
Full Time
position Listed on 2026-03-03
Job specializations:
-
IT/Tech
IT Support, Systems Administrator
Job Description & How to Apply Below
Location: Alexandria, VA
Clearance: Secret
Overview
The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices.
Responsibilities
- Direct daily Service Desk operations and ensure SLAs are achieved.
- Manage incident, problem, and request fulfillment using Service Now.
- Supervise technical personnel: scheduling, training, coaching, performance management.
- Maintain/update knowledge bases and SOPs.
- Conduct customer satisfaction reporting.
Minimum Requirements
- Bachelor’s degree in computer science, information systems, information technology, or business.
- 9+ years helpdesk/desktop support.
- 3+ years managing technical staff.
- 2+ years Service Now and Microsoft 365 in production.
- Tier II Service Desk Equivalent certification.
- Active Secret clearance.
Tools & Platforms
Service Now ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones.
Core Competencies
Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.
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