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# Service Desk Lead

- **Company:** APPLYLOGIC CONSULTING GROUP
- **Location:** Washington, DC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, CompTIA Security+, Queue Management Systems, Remote Service Software, Information Technology, Servicenow
- **Published:** July 2, 2026
- **Apply:** https://hotjobs.applylogic.com/careers/53469/jobs/16800359-Service-Desk-Lead/apply

## About the Role

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+

## 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


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