Service Desk Lead

Zachary Piper Solutions is seeking an IT Service Desk & Workspace Support Lead to support the Federal Law Enforcement Training Centers (FLETC). This is a full-time, on-site position supporting high‑tempo training operations for federal law enforcement personnel. The role is critical in delivering reliable frontline IT services to trainees, instructors, leadership, and partner agencies across a dynamic training environment.

This position requires the ability to obtain and maintain a security clearance as required by the customer.

• Lead ITIL-aligned Service Desk and Workspace Support operations.
• Own incident, request, problem, and knowledge management activities using Ivanti tools.
• Deliver rapid IT response and support during live training events and surge periods.
• Enhance service quality and operational efficiency through Continual Service Improvement (CSI) initiatives.
• Oversee staffing, ticket escalations, performance metrics, and end‑user experience.
• Serve as the primary liaison between IT operations teams and FLETC leadership.

• Bachelor’s degree or equivalent experience in IT, computer systems, or related field.
• 3+ years of experience in IT service desk, technical support, or IT operations.
• Hands‑on experience with ITIL processes and enterprise ticketing platforms (Ivanti preferred).
• Strong communication, troubleshooting, and incident management skills.
• Ability to operate effectively in a fast‑paced, mission‑driven environment supporting live training operations.
• Eligibility to obtain a federal security clearance.

• Compensation: $80,000 - 95,000 based on experience.
• Comprehensive benefits package including medical, dental, vision, 401(k), paid holidays, PTO, and sick leave (as required by law).