Service Desk Lead

2 weeks ago

Quantico, VA, United States CSV-Taurean Full time

Location: Quantico, VA 

Clearance: Secret

Overview: Manages the Enterprise Service Desk to ensure 24x7x365 Tier 1/2 coverage and SLA compliance for 6,000 users across 1,600 sites.

Responsibilities:

  • 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

Requirements:

  • 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

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