Service Desk Team Lead
Listed on 2026-06-27
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IT/Tech
IT Support, Technical Support, HelpDesk/Support, Systems Administrator
Overview
AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.
Responsibilities- Establish and implement Tier 2 and Tier 3 support for all stakeholders of DLSA systems, services, and components.
- Provide user and help desk support Monday through Friday, 8:00 AM to 5:00 PM Central Time.
- Receive and manage help tickets escalated from the AETC AIS Service Desk AASD for issues requiring deeper technical analysis and resolution.
- Oversee and coordinate engineering and technical support activities across DLSA-supported systems.
- Maintain the stability, reliability, and high-performance operation of systems and services.
- Support a system of systems environment by leveraging both:
- specialized technical expertise in specific technologies, and
- broader general IT systems knowledge.
- Lead or support longer term and strategic technical efforts, including deployment of new capabilities and service improvements.
- Ensure service desk operations meet required service level agreements SLAs.
- Serve as a key point of coordination for escalated technical issues requiring Tier 2 and Tier 3 intervention.
- Bachelor’s degree and minimum 5years of experience
- Active Secret Clearance
- Experience managing or supporting Tier 2 and Tier 3 IT service desk operations.
- Experience in engineering and technical support for enterprise IT systems.
- Strong knowledge of general IT systems and support processes.
- Ability to work in environments requiring both specialized system expertise and broad technical coordination.
- Experience maintaining system stability, availability, and performance.
- Experience supporting or implementing new technical capabilities in an operational environment.
- Experience with Service Now IT ticketing system.
AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $/Yr.
- USD $126,000/Yr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance.
EEO Race/Sex/Disability Status/Veteran Status
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