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Service Desk Lead
Job in
Virginia, St. Louis County, Minnesota, 55792, USA
Listed on 2026-01-03
Listing for:
Taurean
Full Time
position Listed on 2026-01-03
Job specializations:
-
IT/Tech
IT Support, IT Project Manager
Job Description & How to Apply Below
Location:Quantico, VA
Clearance:Secret
OverviewManages 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
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