Service Desk Lead

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

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+

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

ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business, headquartered in Vienna, VA. Our people are our greatest asset, and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts, we deliver best-in-class expertise to solve complex technical problems.