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# Service Desk Lead

- **Company:** AMERICAN SYSTEMS
- **Location:** Huntsville, AL, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Routing, Data Logging, Software Troubleshooting, Information Technology
- **Published:** October 1, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9207764/service-desk-lead

## About the Role

* Bachelor's degree and 5+ years of related work experience
 * DoD 8140 certifications
 * Service desk experience in a DoD envoicenment
 * TS/SCI eligibility
 * Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines.
 * Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.
 * Experience working in a team-oriented, collaborative environment.

## Description

* Experience in leading customer-facing IT support; receiving, logging, routing, resolving, and tracking trouble calls;
 * Experience in hardware/software troubleshooting; technical guidance; service-level performance; reporting; and customer satisfaction.
 * Oversee and lead a team of Service Desk personnel. Deploy technicians and assign tasks based on skills needed to remedy individual events and incidents.
 * Training Service Desk personnel to optimize their performance for customer satisfaction and provide on-going training for continued development.
 * Manage tickets and queues. Monitor dashboards for customer requests and incidents, customer satisfaction, and first call resolution; incoming phone calls; and email queues.
 * Work with leadership to support interviewing, orientation, and onboarding
 * Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed.
 * Monitor systems and network to ensure proper management of information technology.
 * Use documentation within the knowledge base to assist end users and work with team members to establish and maintain documentation.