Service Desk Team Lead

Description

The team lead runs a mid-sized service desk, supervising technicians in a complex technical setting where efficiency, service quality and ongoing improvement come first.

You are the first contact for a government client and must combine strong technical skills with customer service to resolve issues as fast and well as possible.

The company is a global technology and professional services firm serving US government, defense and intelligence organizations. It has 26,000 staff across more than 50 countries and works in AI, cloud, cyber and software development.

Responsibilities

• Lead help-desk operations and coach technicians.
• Manage technicians who troubleshoot hardware, software and network problems.
• Make sure the team uses the right tools and platforms to log, track and close requests accurately and efficiently.
• Supervise support staff so service stays consistent and organizational policies are followed.
• Plan, rank and coordinate help-desk work to raise resolution rates and cut downtime.
• Build and run training that sharpens technician skills and improves customer service results.
• Handle complex incidents that need escalation or specialist knowledge, covering end-user hardware and software, end-user equipment, local and network printers, hard drives and removable media encryption.
• Review help-desk performance data and find ways to improve processes and tools.
• Guide staff to spot, diagnose and fix technical faults across a broad range of unclassified systems and services.
• Reproduce user-reported problems to find root causes and build lasting fixes.
• Propose system and workflow changes that reduce repeat issues and improve the user experience.
• Own contractual service levels and make sure deadlines are met to the customer's satisfaction.

Requirements

• 10+ years of experience leading teams of 25+ people.
• Hands-on ServiceNow experience.
• ITIL 4 Managing Professional certification (PeopleCert), or ITIL 5 Managing Professional or Strategic Leader certification.
• A current HDI certification, which the customer requires before considering you.
• Previous experience supporting large government customers with thousands of end users.
• Technical skill, an engineering mindset, dedication and commitment.
• 10+ years of related experience.
• US citizenship.
• Passing a background investigation, with a current clean financial background.

Conditions

Full-time, regular position based in Arlington, Virginia, onsite only.

Scheduled at 40 hours per week.

Travel of less than 10%.

Flexibility to work after hours, weekends and holidays when issues or planned activities need it.

Public trust clearance at the BI Full 6C (T4) level is required; no security clearance is needed.

Hiring includes an identity verification step using biometrics and AI; virtual interviews are on camera, and the company may take your photo for verification.

The company is an equal opportunity employer and welcomes individuals with disabilities and protected veterans.

Benefits

• Likely salary range of $122,275 to $165,431, not a guarantee; pay is set by experience, location and possibly contract terms, and may fall outside this range.
• Medical plans, some with Health Savings Accounts, plus dental and vision plans.
• 401(k) with company match, with pre- and post-tax contributions up to IRS annual limits.
• Full flex work weeks where possible.
• Paid time off including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• Short- and long-term disability, life, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance, provided or available.
• AI-powered career tool that identifies career steps and learning opportunities.
• An internal mobility team to help you reach your career goals.
• Described as a military-friendly workplace.