Senior Service Desk Lead — Enterprise IT & SLA Champion

Location: Huntsville, AL

Required Clearance: SECRET

Required Education: Bachelor's degree in information technology, computer science, information systems, or a related field; equivalent relevant experience may be considered.

Required Experience: Senior IT support or service-desk experience leading customer-facing technical support operations, ticket management, escalation, SLA performance, troubleshooting, and support metrics in an enterprise environment.

Position Description

Ping Wind is seeking a Service Desk Lead to direct responsive, customer-focused system support for PAE Fires users. The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations, and continuously improve the support experience.

Primary Responsibilities

Typical Responsibilities/Tasks:

• Lead embedded OCIO service-desk and user-support operations and ensure timely, effective, and professional responses to customer inquiries and technical support needs
• Manage support requests received by telephone, email, and the Government-provided automated service desk system, including intake, logging, categorization, prioritization, routing, escalation, resolution, and follow-up
• Direct diagnosis and troubleshooting of computer hardware and software issues and ensure customers receive clear step-by-step guidance and accurate technical assistance
• Ensure support personnel maintain current proficiency with Government hardware, software, systems, and emerging technologies needed to resolve routine and complex user issues
• Establish effective escalation and coordination practices with server, network, cybersecurity, application-development, asset-management, and other technical teams to restore service quickly
• Monitor adherence to established service-level agreements and performance standards and take corrective action when response or resolution performance trends below expectations
• Analyze service-desk activity and identify recurring issues, operational bottlenecks, support trends, training needs, and opportunities to improve first-contact resolution and customer satisfaction
• Generate detailed performance reports covering call/ticket volumes, issue types, resolution times, trends, and other relevant support metrics in accordance with applicable reporting requirements
• Provide technical leadership, workload management, coaching, and quality oversight for service-desk personnel while maintaining a professional customer-service culture

• Demonstrated experience leading an enterprise service desk, help desk, or deskside/user-support operation with formal ticketing and escalation processes
• Strong troubleshooting knowledge across end-user hardware, Windows-based computing environments, common enterprise applications, accounts/access, peripherals, and connectivity issues
• Experience managing SLAs, response/resolution targets, ticket backlogs, priority/escalation practices, support metrics, and trend reporting
• Ability to translate technical information into clear, professional guidance for end users and to coordinate complex incidents with specialized technical teams
• Experience using automated service-management/ticketing systems and producing operational reports for leadership review
• Strong team leadership, customer-service, communication, coaching, and workload-management skills
• Ability to support mission-driven operational hours and after-hours/on-call requirements when authorized and required by specific tasks
• SECRET security clearance

• ITIL Foundation/Managing Professional, HDI, or comparable service-management certification
• Experience leading service desk operations in an Army/DoD or…