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# Service Desk Lead

- **Company:** CSV, INC.
- **Location:** Quantico, VA, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Knowledge Management, SC Clearance, Servicenow
- **Published:** November 2, 2026
- **Apply:** https://www.careerbuilder.com/job-details/service-desk-lead-quantico-va--47fd3fe5-e513-465b-8b6e-fdb6e2670dbc

## About the Role

Customer Support/Service, Secret Clearance, Service Level Agreement (SLA), Customer Support/Service, Knowledge Base, Metrics, Process Improvement, Incident Management, Leadership, Knowledge Management, * Education: BA/BS with 3+ years (or 7 years in lieu of degree).

 * Certifications: ITIL v4 Foundations (required); HDI Support Center Manager preferred.
 * Experience: 5-7 years ITSM/help desk leadership in enterprise environments.

Technical Screening / Tools:ServiceNow | Remedy | BMC Helix

## Description

* Supervise Tier 1/2 technicians and oversee incident/ticket escalation.
 * Ensure 85% Tier 1 resolution and SLA adherence.
 * Maintain knowledge base and reporting metrics.
 * Coordinate service transition and process improvements.

Core Competencies:Service desk leadership | Incident management | SLA compliance | Knowledge management