Service Desk Lead
Job in
Quantico, Prince William County, Virginia, 22134, USA
Listed on 2026-02-03
Listing for:
Taurean
Full Time
position Listed on 2026-02-03
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, IT Project Manager, HelpDesk/Support
Job Description & How to Apply Below
Location:
Quantico, VA Clearance:
Secret Overview:
Manages the Enterprise Service Desk to ensure 24x7x365 Tier 1/2 coverage and SLA compliance for 6,000 users across 1,600 sites. Responsibilities:
- Supervise Tier 1/2 technicians and oversee incident/ticket escalation.
- Ensure ≥85% Tier 1 resolution and SLA adherence.
- Maintain knowledge base and reporting metrics.
- Coordinate service transition and process improvements.
Service desk leadership | Incident management | SLA compliance | Knowledge management Requirements:
- Education:BA/BS with 3+ years (or 7 years in lieu of degree).
- Certifications:ITIL v4 Foundations (required); HDI Support Center Manager preferred.
- Experience:5–7 years ITSM/help desk leadership in enterprise environments.
Service Now | Remedy | BMC Helix#J-18808-Ljbffr
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