Service Desk Lead
Role details
Job location
Tech stack
Job description
We're looking for a talented Service Desk Lead to join our team in Washington, DC. This position will support a complex government client and will provide oversight of daily Service Desk operations in a ServiceNow-driven environment. In this role, you will lead frontline support staff, manage ticket flow and escalations, and help ensure timely, high-quality end-user support in a secure Federal environment., * Lead daily Service Desk operations supporting phone, email, portal, and walk-up requests
- Manage ticket queues, assignment, prioritization, and escalation workflows
- Monitor SLA compliance for first response, resolution, and customer service metrics
- Supervise Tier 1 and Tier 2 support staff
- Coordinate support for incidents, requests, and recurring issue trends
- Support development and maintenance of SOPs and Knowledge Base Articles
- Assist with reporting, dashboard review, and service improvement recommendations
- Coordinate with leadership and technical teams on high-priority issues and outages
Requirements
Must be US citizen with the ability to obtain a Secret security clearance., * Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience
- 5+ years of IT Service Desk or service delivery experience
- Experience leading or supervising support personnel
- Strong written, verbal, and customer service skills
- Ability to manage competing priorities in a fast-paced environment
- ServiceNow ITSM or comparable ticketing platforms
- Windows 11, Microsoft 365, remote support tools, and account administration
- ITIL-aligned service delivery practices
- Ticket queue management, escalation handling, and incident coordination
- Support documentation, SOP maintenance, and knowledge article development
- Service metrics, trend analysis, and operational reporting
Preferred Qualifications:
- ITIL v4 Foundation
- CompTIA A+
- CompTIA Security+ or CySA+
Benefits & conditions
ApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are:
- Employee Assistance Program
- 401K
- Medical/Dental/Vision Insurance
- Life/Short-Term Disability/Critical Illness/Accident Insurance
- 15 PTO Days
- 11 Federal Holidays
- Up to $5K towards continuing education and/or professional development
