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Service Desk Lead
Job in
Quantico, Prince William County, Virginia, 22134, USA
Listed on 2026-06-03
Listing for:
CSV-TAUREAN
Full Time
position Listed on 2026-06-03
Job specializations:
-
IT/Tech
IT Support, Systems Administrator
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.
Core Competencies: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.
Technical Screening / Tools:Service Now | Remedy | BMC Helix
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