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# IT Service Desk Lead

- **Company:** SDA Solutions LLC
- **Location:** Quantico, VA, United States
- **Experience:** Expert
- **Salary:** $70,000.0
- **Contract:** Permanent contract
- **Skills:** CompTIA Security+, Information Systems, Issue Tracking Systems, Microsoft Office, Information Technology
- **Published:** August 14, 2026
- **Apply:** https://www.clearancejobs.com/jobs/8820326/it-service-desk-lead

## About the Role

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., 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.

## Description

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., 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.


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