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# Service Desk Lead

- **Company:** Caelum Research Corporation
- **Location:** Huntsville, AL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Databases, Knowledge Management, System Center Configuration Manager, Microsoft SharePoint, Mttr, Microsoft InTune, Information Technology, Data Analytics, Servicenow
- **Published:** September 30, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9203442/service-desk-lead

## About the Role

* 7+ years enterprise service desk/end-user support with progressive leadership.
 * Experience managing Tier 1/Tier 2 and SLA-driven operations.
 * Strong ITIL incident, request, problem, knowledge, change and service-level management.
 * Excellent customer-facing, escalation, coaching and written communication.
 * DoD/Army secure-enterprise support experience.
 * Ability to obtain and maintain required clearance/access.

PREFERRED/HIGHLY DESIRED:

 * ITIL 4 Foundation or higher.
 * ServiceNow or comparable ITSM platform.
 * MECM/SCCM/Intune, M365/Teams/SharePoint and VTC/AV support.
 * HDI credentials and Redstone Arsenal experience.

## Description

SCOPE: Serves as a Service Desk Lead on a major IT services contract for the U.S. Army. Lead high-touch enterprise support for the user community, combining disciplined ITIL service operations, people leadership, technical troubleshooting, data-driven performance management and exceptional mission-user engagement., * Lead Tier 1/Tier 2 intake, prioritization, troubleshooting, escalation, closure and knowledge capture.

 * Own first-contact resolution, MTTR, aging, reopen rate, backlog, escalation and customer-satisfaction metrics.
 * Provide workforce scheduling, queue balancing, coaching and quality review.
 * Coordinate complex incidents across server, network, cyber, applications, database, VTC/AV and vendors.
 * Establish VIP/executive support and major-incident communications.
 * Convert recurring incidents into problem records, knowledge, self-service or automation.
 * Use ticket and endpoint data to identify patterns and improve reliability.
 * Produce performance metrics and CDRL inputs for Government leadership.
 * Maintain surge and after-hours coverage.