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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Lead - **Company:** PINGWIND INC - **Location:** Huntsville, AL, United States - **Experience:** Expert - **Salary:** $97,000.0 - $135,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Computing Platforms, Information Systems, Knowledge Management, Software Engineering, Data Logging, Enterprise Software Applications, Peripherals, Computer Equipment, Information Technology, Performance Monitor, Tools for Reporting - **Published:** August 14, 2026 - **Apply:** https://www.clearancejobs.com/jobs/9091420/service-desk-lead ## About the Role Required Education: Bachelor's degree in information technology, computer science, information systems, or a related field; equivalent relevant experience may be considered. Required Experience: Senior IT support or service-desk experience leading customer-facing technical support operations, ticket management, escalation, SLA performance, troubleshooting, and support metrics in an enterprise environment., * Demonstrated experience leading an enterprise service desk, help desk, or deskside/user-support operation with formal ticketing and escalation processes. * Strong troubleshooting knowledge across end-user hardware, Windows-based computing environments, common enterprise applications, accounts/access, peripherals, and connectivity issues. * Experience managing SLAs, response/resolution targets, ticket backlogs, priority/escalation practices, support metrics, and trend reporting. * Ability to translate technical information into clear, professional guidance for end users and to coordinate complex incidents with specialized technical teams. * Experience using automated service-management/ticketing systems and producing operational reports for leadership review. * Strong team leadership, customer-service, communication, coaching, and workload-management skills. * Ability to support mission-driven operational hours and after-hours/on-call requirements when authorized and required by specific tasks. * SECRET security clearance., * ITIL Foundation/Managing Professional, HDI, or comparable service-management certification. * Experience leading service desk operations in an Army/DoD or other Federal Government environment. * Experience with endpoint management, remote support, knowledge management, and service analytics/reporting tools. * DoD 8140-aligned cybersecurity qualification where required by assigned cyberspace work. ## Description PingWind is seeking a Service Desk Lead to direct responsive, customer-focused system support for PAE Fires users. The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations, and continuously improve the support experience., Typical Responsibilities/Tasks: * Lead embedded OCIO service-desk and user-support operations and ensure timely, effective, and professional responses to customer inquiries and technical support needs. * Manage support requests received by telephone, email, and the Government-provided automated service desk system, including intake, logging, categorization, prioritization, routing, escalation, resolution, and follow-up. * Direct diagnosis and troubleshooting of computer hardware and software issues and ensure customers receive clear step-by-step guidance and accurate technical assistance. * Ensure support personnel maintain current proficiency with Government hardware, software, systems, and emerging technologies needed to resolve routine and complex user issues. * Establish effective escalation and coordination practices with server, network, cybersecurity, application-development, asset-management, and other technical teams to restore service quickly. * Monitor adherence to established service-level agreements and performance standards and take corrective action when response or resolution performance trends below expectations. * Analyze service-desk activity and identify recurring issues, operational bottlenecks, support trends, training needs, and opportunities to improve first-contact resolution and customer satisfaction. * Generate detailed performance reports covering call/ticket volumes, issue types, resolution times, trends, and other relevant support metrics in accordance with applicable reporting requirements. * Provide technical leadership, workload management, coaching, and quality oversight for service-desk personnel while maintaining a professional customer-service culture. ## Related Videos - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk)