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# Help Desk Lead

- **Company:** SDA Solutions LLC
- **Location:** Quantico, VA, United States
- **Experience:** Expert
- **Salary:** $70,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, CompTIA Security+, Information Systems, Issue Tracking Systems, Microsoft Office, Information Technology
- **Published:** June 3, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=794e373b9b9a9264

## About the Role

Do you have experience in Windows?, Do you have a Bachelor's degree?, * Minimum of 3 years of Help Desk or IT support experience.

 * Minimum of 1 year of experience in a team lead, supervisory, or leadership role.
 * CompTIA Security+ certification required.
 * Experience using BMC Remedy ticketing system.
 * Strong knowledge of Windows operating systems, Microsoft Office applications, and common IT support practices.
 * Excellent customer service, communication, and problem-solving skills.
 * Ability to work onsite in Quantico, VA.
 * U.S. Citizenship required.

Preferred Qualifications

 * Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
 * Experience supporting Department of Defense (DoD) customers.
 * Familiarity with ITIL-based service desk processes.
 * Additional industry certifications are a plus., * Help desk: 3 years (Required)

License/Certification:

 * CompTIA Security+ (Required)

## Description

SDA Solutions is seeking a Help Desk Team Lead to support a large government customer in Quantico, VA. The selected candidate will provide technical support while leading a team of Help Desk professionals in delivering high-quality customer service and IT support. This position requires strong leadership, troubleshooting, and communication skills, as well as experience working in a structured service desk environment.

Responsibilities

 * Lead and mentor Help Desk personnel in daily operations and customer support activities.
 * Monitor ticket queues and ensure timely resolution of incidents and service requests.
 * Serve as the escalation point for complex technical issues.
 * Track team performance and ensure compliance with service level agreements (SLAs).
 * Coordinate staffing, scheduling, and workload distribution.
 * Utilize BMC Remedy to manage, track, and resolve tickets.
 * Document troubleshooting procedures, processes, and knowledge base articles.
 * Communicate effectively with customers, management, and technical teams.
 * Assist with reporting, metrics collection, and continuous process improvement initiatives.
 * Provide hands-on technical support as needed.


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