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# Service Desk Specialist, Lead

- **Company:** UICGS and Bowhead Family of Companies
- **Location:** Stafford, VA, United States
- **Experience:** Expert
- **Salary:** $130,000.0 - $150,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Backup Devices, Linux, Monitoring of Systems, Network Troubleshooting, Windows Servers, Network Connections, Network Monitoring, Software Engineering, Virtual Machines, Computer Networking Systems, Computer Equipment, Information Technology, 3-tier Architectures, Cisco
- **Published:** October 30, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9269095/service-desk-specialist-lead

## About the Role

* A ssociate's degree or 5+ years of practical experience in service support management.
 * DoD 8570 / 8140 compliance or information assurance certification as required.
 * Relevant software / hardware certifications (ie. CompTIA A+, Network+, Security+, Cisco, Microsoft, or others).
 * Experience in managing IT infrastructure, including hardware, software, and networks.
 * Proficiency in system administration (ie. Windows, Linux).
 * Strong troubleshooting and problem-solving skills.
 * Excellent written and verbal communication skills.
 * Ability to explain technical concepts to non-technical staff.
 * Ability to work effectively as part of a team, with a focus on collaboration.
 * Ability to manage multiple priorities in a fast-paced, deadline-driven environment.

Physical Demands:

 * Must be able to lift 25 pounds
 * Must be able to stand and walk for prolonged amounts of time
 * Must be able to twist, bend, and squat periodically

Target salary range is between $130,000 - $150,000 commensurate with experience.

Please note that the salary information is a general guideline only. Bowhead considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as, market and business considerations when extending an offer.

SECURITY CLEARANCE REQUIRED: Must currently hold a security clearance at the Top Secret/SCI level with Counter Intelligence Polygraph . US Citizenship is a requirement for Top Secret clearance at this location.

## Description

Bowhead is seeking a Lead Service Desk Specialist to support a customer in Stafford, VA. Support for the contract will consist of program management; logistics; asset management; engineering; customer service; research and development of new capabilities; test and evaluation; manpower, training, and personnel; new equipment fielding and training; financial management; information assurance; cybersecurity; and 24X7 enterprise services operations and sustainment.

Responsibilities

 * This individual will support integration, operations, and sustainment of highly technical systems by providing technical support and acting as the communication channel between stakeholders.
 * Have an in-depth technical knowledge of expeditionary and garrison SCINet systems, specifically SCINet network, workstation, storage, and Enterprise Service systems and connections.
 * Ensure 24/7 support, including nights, weekends, and holidays, with timely issue resolution.
 * Assist in maintaining and administering Windows servers, workstations, virtual machines, and other critical systems in an enterprise environment.
 * Support account creation, password resets, account unlocks, system and network troubleshooting, hardware installation and repair, and data transfers.
 * Provide user support, guidance, troubleshooting, and training.
 * Install, configure, maintain, and perform routine maintenance on computer hardware, software, and network systems, including updates, patches, and backups.
 * Continuously monitor network infrastructure and systems for performance, security, and connectivity issues, using monitoring tools to proactively detect potential problems.
 * Provide Tier 1 and Tier 2 support for network connectivity, system performance, and hardware/software issues, escalating complex problems as needed.
 * Diagnose and resolve technical issues across systems, applications, and services, following documented procedures and escalating unresolved issues to Tier 3 staff.
 * Adhere to established escalation protocols, ensuring prompt resolution and maintaining accurate logs of troubleshooting steps.
 * Provide timely updates to end-users regarding the status of ongoing incidents, ensuring high-quality customer support.
 * Maintain and update internal documentation for procedures, troubleshooting steps, and known issues, ensuring consistent issue resolution.
 * Adhere to organizational security policies and best practices to protect systems and data from unauthorized access, ensuring compliance with cybersecurity standards and guidelines
 * Serve as the point of contact for network and system inquiries from global users and clients.