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# Service Desk Lead

- **Company:** IPT Associates
- **Location:** Huntsville, AL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, JIRA, Issue Tracking Systems, IT Management, 3-tier Architectures, Servicenow
- **Published:** October 2, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9212846/service-desk-lead

## About the Role

* Are curious and excited about technology

 * Like solving problems and figuring things out

 * Can take initiative but also enjoy working with a team

 * Want to keep learning, growing, and challenging themselves

If you're someone who's eager to jump in, learn something new, and make an impact-you'll fit right in here., * Bachelor's degree in a related field

 * Minimum 3 years of IT support experience, with at least 1-2 years of supervisory experience
 * Proficiency with enterprise ticketing systems (e.g., ServiceNow, ConnectWise, Jira Service Management), Active Directory/Entra ID, Microsoft 365 administration, and basic endpoint troubleshooting (Windows/macOS).
 * Strong communication and organizational skills
 * DoD 8570 Level II/III certification desired
 * Active Security clearance or the ability to obtain

## Description

We are seeking an experienced Tier 1 IT Service Desk lead with experience to lead the daily operations of a small team of 6-8 technicians for an Enterprise IT Service Desk. This role is responsible for delivering reliable, efficient and customer focused IT support while applying ITIL 4 service management best practices. The Tier 1 Service Desk lead is responsible for managing daily frontline technical support operations, mentoring junior agents, establishing repeatable processes, tracking performance metrics and ensuring the team is providing good customer service., * Direct the day-to-day operations of Tier 1 support agents, assigning daily tasks, managing shift schedules, and monitoring queue volumes.

 * Manage ticket queues, prioritization and escalation paths
 * Track and analyze key performance indicators (KPIs) such as First-Contact Resolution (FCR) rate, Average Handle Time (AHT), and customer satisfaction (CSAT) scores.
 * Monitor response and resolution times
 * Serve as the primary internal escalation point for unresolved or high-priority Tier 1 incidents before routing them to Tier 2 or Tier 3 teams
 * Train new hires, provide ongoing coaching to support agents, and ensure staff adhere to troubleshooting scripts and customer service standards
 * Maintain and update the internal knowledge base, document standard operating procedures (SOPs), and recommend workflow or tooling enhancements
 * Handle complex or sensitive end-user support requests when ticket volumes spike or escalation paths require senior-level frontline intervention