IT Service Desk Lead

SDA Solutions LLC is seeking an experienced IT Service Desk Lead to join our team supporting a Department of Defense customer in Quantico, VA.

This is a hands-on leadership position responsible for supporting daily service desk operations, guiding Help Desk personnel, monitoring ticket performance, and serving as an escalation point for technical issues. The Service Desk Lead will work closely with team members, customers, management, and other technical support teams to ensure timely, professional, and effective IT support.

The ideal candidate has previous Help Desk or Service Desk experience, demonstrated leadership experience, and a strong customer-service mindset in a structured enterprise IT environment.

An active Secret security clearance and CompTIA Security+ certification are required. Candidates who do not currently meet these requirements will not be considered.

Responsibilities

• Lead and support Help Desk personnel in daily service desk operations and customer support activities.
• Provide day-to-day guidance, mentoring, and technical assistance to Help Desk team members.
• Monitor ticket queues and ensure incidents and service requests are addressed and resolved in a timely manner.
• Serve as an escalation point for technical issues requiring additional troubleshooting or coordination.
• Manage and prioritize workloads to ensure appropriate coverage and effective distribution of tickets.
• Coordinate team staffing and scheduling based on operational and contract requirements.
• Monitor team performance and assist with ensuring compliance with established service level agreements (SLAs).
• Utilize BMC Remedy to create, manage, track, update, and resolve incidents and service requests.
• Review ticket documentation for accuracy, completeness, and appropriate resolution information.
• Provide hands-on technical support to end users when needed.
• Troubleshoot Windows operating systems, Microsoft applications, hardware, software, account access, and other common enterprise IT issues.
• Coordinate with Tier II, Tier III, engineering, and other technical teams when issues require additional escalation.
• Communicate professionally with customers, team members, management, and technical personnel.
• Assist with Help Desk reporting, metrics collection, trend identification, and operational updates.
• Develop and maintain troubleshooting documentation, procedures, and knowledge base articles.
• Identify opportunities to improve Help Desk processes, ticket resolution, and the overall customer experience.
• Ensure team members follow established security requirements, customer procedures, and service desk processes.
• Perform other Help Desk and IT support responsibilities as required to support contract operations.

• Active Secret security clearance.
• Current CompTIA Security+ certification.
• Minimum of 3 years of Help Desk, Service Desk, desktop support, or related IT support experience.
• Minimum of 1 year of team lead, supervisory, or demonstrated technical leadership experience.
• Experience working with an ITSM/ticketing system; experience with BMC Remedy is strongly preferred.
• Strong working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Experience troubleshooting common desktop hardware, software, account access, and connectivity issues.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to effectively prioritize multiple technical issues and operational responsibilities.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to provide direction and support to technical team members in a professional environment.
• Ability to work effectively with customers and technical personnel at varying levels of experience.
• Ability to work onsite in Quantico, VA.
• U.S. Citizenship required due to the nature of the government contract., * Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related technical field.
• Previous experience supporting a Department of Defense or other federal government customer.
• Experience with BMC Remedy in an enterprise Help Desk or Service Desk environment.
• Familiarity with Active Directory, Microsoft 365, account administration, and enterprise desktop support.
• Knowledge of ITIL-based service desk processes and practices.
• Experience tracking Help Desk metrics, ticket trends, SLAs, and team performance.
• Additional CompTIA, Microsoft, ITIL, or other relevant industry certifications.

Pulled from the full job description

• Referral program
• Professional development assistance
• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

License/Certification:

• Secret Clearance (Required)
• CompTIA Security+ (Required)