Help Desk Lead

Help Desk Lead

Lead oversees daily Help Desk support operations, and ensures high-quality service, acting as a bridge between technicians, management, and users. They handle complex technical escalations, maintain SLAs (Service Level Agreements), and improve IT support processes while mentoring Help Desk technicians to meet performance goals.

• Leads daily service desk operations, including ticket prioritization, queuing, and resolution tracking to meet SLA targets.
• Act as the primary point of contact for high-priority or complex technical issues that Level 1 and 2 support technicians cannot resolve.
• Oversees Help Desk Technicians, provides training, contributes to performance evaluations, and fosters professional development.
• Develop, document, and implement best practices, troubleshooting procedures, and knowledge base articles for IT support.
• Monitor system uptime, analyze ticket trends, and generate reports on customer satisfaction and team performance.
• Provide hands‑on troubleshooting of hardware, software, network, and other technology issues.

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent experience.
• 7-9 years of IT support experience, with at least 1-2 years in a supervisory role.
• Complies with all policies and standards.
• Maintain appropriate level government security clearance.

• Understanding of Windows/Mac environments, networking, Active Directory, and SaaS applications.
• Excellent communication, customer service, and conflict-resolution skills.
• Experience with IT Service Management (ITSM) tools and ticketing systems (e.g., Jira, Service Now, Zendesk).
• Preferred certifications:
  CompTIA A+, Microsoft Certified (MCP), or ITIL.

• Highly competitive Medical, Dental, and Vision options including HSA options with company provided seed.
• Short- & Long-Term Disability (company paid).
• Life Insurance Non-Contributory 1X salary (company paid).
• AD&D Non-contributary 1x salary (company paid).
• Savings & Investment plan:
• • Qualified Non-Elective Company Contribution of 5% each pay period with immediate vesting.
  • Company match 50 cents per dollar up to 8% (5 years vesting in company match).
• Contributory Life Insurance up to 5x Salary with $1M Cap.
• Contributory AD&D (employee, spouse and children).
• Paid Time Off.
• Employee Assistance Plan.
• SRNL offers a competitive relocation package to ease the transition process. Domestic and international relocation assistance is available for certain positions.

For more information about our benefits, working here, and living here, visit the About tab l.doe.gov.

BSRA is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. BSRA is also committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. Please email us  with any questions regarding the hiring process or to request an accommodation.