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# 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:** October 13, 2026
- **Apply:** https://www.juju.com/job/16_ab3ebca42

## 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.
Primary Responsibilities
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.