Help Desk Lead

SDA Solutions is seeking a Help Desk Team Lead to support a large government customer in Quantico, VA. The selected candidate will provide technical support while leading a team of Help Desk professionals in delivering high-quality customer service and IT support. This position requires strong leadership, troubleshooting, and communication skills, as well as experience working in a structured service desk environment.

Responsibilities

• Lead and mentor Help Desk personnel in daily operations and customer support activities.
• Monitor ticket queues and ensure timely resolution of incidents and service requests.
• Serve as the escalation point for complex technical issues.
• Track team performance and ensure compliance with service level agreements (SLAs).
• Coordinate staffing, scheduling, and workload distribution.
• Utilize BMC Remedy to manage, track, and resolve tickets.
• Document troubleshooting procedures, processes, and knowledge base articles.
• Communicate effectively with customers, management, and technical teams.
• Assist with reporting, metrics collection, and continuous process improvement initiatives.
• Provide hands-on technical support as needed.

Do you have experience in Windows?, Do you have a Bachelor's degree?, * Minimum of 3 years of Help Desk or IT support experience.

• Minimum of 1 year of experience in a team lead, supervisory, or leadership role.
• CompTIA Security+ certification required.
• Experience using BMC Remedy ticketing system.
• Strong knowledge of Windows operating systems, Microsoft Office applications, and common IT support practices.
• Excellent customer service, communication, and problem-solving skills.
• Ability to work onsite in Quantico, VA.
• U.S. Citizenship required.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• Experience supporting Department of Defense (DoD) customers.
• Familiarity with ITIL-based service desk processes.
• Additional industry certifications are a plus., * Help desk: 3 years (Required)

License/Certification:

• CompTIA Security+ (Required)

Pulled from the full job description

• Referral program
• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off, SDA Solutions offers a competitive benefits package, including:
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and Holidays
• Life Insurance
• Short-Term and Long-Term Disability Coverage
• Professional Development Opportunities

SDA Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected status under applicable law.

Pay: From $70,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance