Service Desk Lead - Secret Clearance Security Clearance

Position: Service Desk Lead - Secret Clearance with Security Clearance
Position Summary The Service Desk Lead oversees daily operations of the external-facing service desk, supporting customers/clients with product, technical, or account issues. This role combines hands-on customer support with team leadership - supervising analysts, managing ticket/call queues, and ensuring service levels and customer satisfaction targets are met.

Key Responsibilities
* Supervise, schedule, and mentor Service Desk Analysts/Agents handling customer calls, chats, and tickets.
* Serve as the escalation point for complex, sensitive, or dissatisfied-customer issues.
* Monitor queues (calls, chat, tickets) in real time to ensure SLAs and response-time targets are met.
* Track and report on key metrics: CSAT/NPS, average handle time, first-contact resolution, SLA compliance, ticket backlog.
* Monitor and support Tier 0 (self-service/chatbot) deflection effectiveness for external users.
* Develop and maintain customer-facing support procedures, macros/canned responses, and knowledge base articles.
* Handle escalated customer complaints professionally, aiming for first-contact resolution and retention.
* Coach agents on product knowledge, communication skills, and de-escalation techniques.
* Coordinate with Product, Engineering, and Account Management teams on recurring or high-impact customer issues.
* Identify trends in customer inquiries and recommend process, product, or documentation improvements.
* Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - queue setup, routing rules, tagging.
* Ensure compliance with SLAs defined in customer contracts and service agreements.
* Support onboarding and training of new customer support agents.
* Assist in after-hours/weekend coverage planning as needed for customer-facing support.
* Work hours are either 6A-2P or 12P-8P ET.

Required Qualifications
* Bachelor's degree, or Associate degree +2 years relevant experience, or 4 years relevant experience
* 3+ years of experience in customer-facing technical support or service desk role.
* Strong customer service and de-escalation skills; experience handling escalated/upset customers.
* Experience with CRM/ticketing platforms (Zendesk, Salesforce, Freshdesk, Service Now, etc.).
* Excellent verbal and written communication skills.
* Ability to multitask across channels (phone, email, chat) under time pressure.
* Demonstrated ability to coach and motivate a customer-facing team.
* Must have an active Secret Clearance.
* Candidates must have a Security+ certification or other DoD IAT-II compliant certification
* Preferred Qualifications
* Familiarity with SLA-driven, contractual support environments.
* ITIL Foundation or customer service certification (e.g., HDI) a plus.

Location:

Quantico, VA - on-site. Clearance:
Active Secret clearance required. Compensation: $91,000 - $145,000 per year, depending on experience. Dunhill Government Solutions places cleared professionals across the federal government. AI-Powered. Human-Delivered.™ #cjpost