IT Support Team Lead

SDA Solutions LLC is seeking an experienced IT Support Team Lead in Quantico, Virginia.

This position combines hands-on technical support with the leadership and coordination of daily service desk operations. The selected candidate will guide Help Desk personnel, oversee incident and service request management, assist with complex technical issues, and ensure consistent, high-quality support to end users.

The ideal candidate is an experienced IT support professional who can effectively manage competing priorities, provide technical direction to team members, and maintain strong working relationships with customers and program leadership.

An active Secret security clearance and current CompTIA Security+ certification are mandatory requirements for this position.

Key Responsibilities

• Lead and coordinate daily Help Desk operations, including technician assignments, ticket prioritization, and service desk coverage.
• Provide technical guidance, mentoring, and operational support to Help Desk personnel.
• Monitor incident and service request queues to ensure timely response, accurate documentation, and resolution.
• Serve as an escalation point for technical issues requiring advanced troubleshooting or coordination.
• Manage team workloads and assist with scheduling to meet operational and contract requirements.
• Monitor service desk performance and compliance with established service-level agreements (SLAs).
• Use BMC Remedy to create, assign, track, update, and resolve incidents and service requests.
• Review ticket documentation for accuracy, completeness, and appropriate resolution information.
• Provide hands-on technical assistance to end users when needed.
• Troubleshoot Windows operating systems, Microsoft applications, desktop hardware, software, account access, and connectivity issues.
• Coordinate escalations with Tier II, Tier III, engineering, and other technical support teams.
• Communicate effectively with government customers, management, and technical personnel.
• Assist with operational reporting, performance metrics, and identifying recurring technical issues.
• Develop and maintain knowledge base articles, troubleshooting guides, and service desk procedures.
• Identify and recommend improvements to ticket management, technical support processes, and customer service.
• Support onboarding and training of new Help Desk personnel.
• Ensure adherence to established security requirements, customer procedures, and service desk policies.
• Perform other related IT support responsibilities as required.

• Active Secret security clearance.
• Current CompTIA Security+ certification.
• U.S. citizenship required due to the nature of the government contract.
• Minimum of 3 years of experience in Help Desk, Service Desk, desktop support, or a related IT support role.
• Minimum of 1 year of team lead, supervisory, or demonstrated technical leadership experience.
• Experience using an IT service management (ITSM) or ticketing system, with BMC Remedy strongly preferred.
• Strong working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Experience troubleshooting desktop hardware, software, user account access, and network connectivity issues.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple technical issues and operational responsibilities effectively.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to provide professional direction, mentoring, and support to technical team members.
• Ability to work effectively with government customers, management, and technical personnel at varying experience levels.
• Ability to work onsite in Quantico, Virginia.

Preferred Qualifications

• 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 using BMC Remedy in an enterprise Help Desk or Service Desk environment.
• Familiarity with Active Directory, Microsoft 365, user account administration, and enterprise desktop support.
• Knowledge of ITIL-based service desk processes and practices.
• Experience monitoring Help Desk performance, ticket trends, SLAs, and operational metrics.
• Additional CompTIA, Microsoft, ITIL, or other relevant industry certifications.

• Medical, dental, and vision insurance
• 401(k) retirement plan with employer matching
• Employer-paid basic life insurance
• Paid time off and paid holidays
• Professional development assistance
• Tuition reimbursement
• Employee referral program, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

License/Certification:

• CompTIA Security+ (Required)

Security clearance:

• Secret (Required)