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# Help Desk Lead

- **Company:** Savannah River National Laboratory
- **Location:** Aiken, SC, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, JIRA, Software as a Service, Computer Engineering, Issue Tracking Systems, Break Fix, Information Technology, Zendesk, Servicenow
- **Published:** July 18, 2026
- **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/17629475?backUrl=%2Fcareer%2F17629475%2FHelp-Desk-Lead-South-Carolina-Aiken

## About the Role

* Bachelor's degree in Computer Science, Computer Engineering, or equivalent experience.
 * 7-9 years of IT support experience, with at least 1-2 years in a supervisory role.
 * Complies with all policies and standards.
 * Maintain appropriate level government security clearance.

Preferred Qualifications:

 * Understanding of Windows/Mac environments, networking, Active Directory, and SaaS applications.
 * Excellent communication, customer service, and conflict-resolution skills.
 * Experience with IT Service Management (ITSM) tools and ticketing systems (e.g., Jira, ServiceNow, Zendesk).
 * Preferred certifications: CompTIA A+, Microsoft Certified (MCP), or ITIL

## Description

Lead oversees daily Help Desk support operations, and ensures high-quality service, acting as a bridge between technicians, management, and users. They handle complex technical escalations, maintain SLAs (Service Level Agreements), and improve IT support processes while mentoring Help Desk technicians to meet performance goals

 * Leads daily service desk operations, including ticket prioritization, queuing, and resolution tracking to meet SLA targets.
 * Act as the primary point of contact for high-priority or complex technical issues that Level 1 and 2 support technicians cannot resolve.
 * Oversees Help Desk Technicians, provides training, contributes to performance evaluations, and fosters professional development.
 * Develop, document, and implement best practices, troubleshooting procedures, and knowledge base articles for IT support.
 * Monitor system uptime, analyze ticket trends, and generate reports on customer satisfaction and team performance.
 * Provide hands-on troubleshooting of hardware, software, network, and other technology issues.


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