67,633 Service Desk Lead jobs in the United States

**Description**
SAIC, a leading provider of systems development & deployment, targeting & intelligence analysis, systems engineering & integration, and training capabilities and solutions for the Intelligence Community, is seeking creative and dedicated professionals to fulfill their career goals and objectives while delivering mission excellence on programs of national importance.
We are seeking a highly motivated Service Desk Lead to join our National Intelligence Program leading the Service Desk team as part of a larger Enterprise IT program. The successful candidate is responsible for the overall performance and management of a Service Desk with 15+ team members within various shifts. The service Desk Lead supervises the day-to-day activities of Service Desk who are responsible for responding user requests by phone, email, and through an online portal. This position will be located in either **Bethesda, MD** or McLean, VA.
**Key Responsibilities:**
+ Responsible for overall performance and management of a client facing Service Desk.
+ Lead monitoring and achievement of Service Desk contractual SLAs.
+ Provide timely responses to the customer including the creation of Service Desk reports and dashboard requests for internal and external stakeholders.
+ Create knowledge-based articles for standard services the Service Desk provides to customers.
+ Lead the priority 1 and priority 2 incidents including maintaining proper communication to the affected users.
+ Provide timely notifications of upcoming work such as security patching, enhancements to the environment, etc.
+ Support ITIL practice areas such as IM, PM, and CSI.
+ Design and review Service Desk metrics to determine ways to improve quality of service.
+ Ensure the accuracy and completeness of ticket data, including categorization, prioritization, troubleshooting, and resolution details as well as spearhead the creation and maintenance of a robust knowledge base, documenting best practices, troubleshooting procedures, and common solutions.
+ Identify opportunities to streamline service desk workflows, implement automation tools, and leverage supported tools/technologies to enhance efficiency and productivity.
+ Provide a weekly report that include metrics, SLAs, and other service desk indicators.
+ Perform analysis and enhancement of available dashboards/reporting, track team assignments and drive incidents and service request tickets to closure.
+ Communicate with other departments, senior management, functional peer groups, technical staff and customers to ensure satisfactory customer support and gain cooperation.
+ Responsible for maintaining and following detailed operational procedures ensuring contract terms are met and will continuously improve quality of service delivery and provide value added customer service.
+ Perform full range of managerial duties for employees supervised, including recruitment, salary administration, performance reviews, counseling and employee development.
+ Ensure quality standards for Service Desk Incidents including accuracy of problem description, troubleshooting, resolution, etc.
**Qualifications**
**Required Education:**
+ TYPICAL EDUCATION AND EXPERIENCE: Bachelors and eighteen (18) years or more experience; Masters and sixteen (16) years or more experience; PhD or JD and fifteen years or more experience.
**Desired Education:**
+ Bachelor's degree in Computer Science, Information Technology, or related experience.
**Clearance:**
+ Must be a U.S. Citizen and Possess an active TS/SCI clearance with Polygraph.
**Required:**
+ 5+ years' experience in Service Delivery Management and ITSM.
+ 8+ years' experience managing Service Desk teams of 15+ technicians.
+ 10+ years' experience troubleshooting incident tickets, collaborating to find issue resolutions, and documenting/reporting results.
+ Interact daily with staff and/or functional peer groups and customers.
+ 10+ years' experience developing and implementing standard operating procedures.
+ Excellent customer service skills and experience managing service desk SLAs.
+ Must possess the ability to gather, interpret and present operational metrics to determine trends affecting performance goals.
+ Excellent verbal and written communication skills.
+ Excellent problem-solving skills.
**Desired:**
+ ITIL certification.
+ Experience working with ServiceNow, Remedy, JIRA or other IT Service Management solutions.
REQNUMBER: 2508927
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

Service Desk Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
* * *
CACI is currently looking for a motivated, career and customer-oriented Service Desk Lead with Agile methodology experience to join our Customs and Border Protection (CBP) Land Border Integration (LBI) Integrated Traveler Initiative 2.1 (ITI2.1) team in Northern Virginia! Join this passionate team of industry-leading individuals supporting the best practices in Agile Software Development and hardware integration for the Department of Homeland Security (DHS).
As a member of the ITI2.1 Team, you will support the men and women charged with safeguarding the American people and enhancing the Nation's safety, security, and prosperity. CBP Officers and Border Patrol agents are on the front lines, every day, protecting our national security by combining customs, immigration, border security, and agricultural protection into one coordinated and supportive activity.
CACI agile programs thrive in a culture of innovation and are constantly seeking individuals who can bring creative ideas to solve complex problems, both technical and procedural at the team and portfolio levels. The ability to be adaptable and to work constructively with a technically diverse and geographically separated team is crucial.
**What you'll get to do:**
Support end-user applications and work in a multi-tier service desk as well as work with software development and systems administrators by:
+ Helping reproduce and diagnose problems
+ Providing remote support to users for network and desktop hardware and software problems
+ Responding to and diagnose problems through interactions with users while ensuring a timely process through which problems are controlled; including problem recognition, research, isolation, resolution, and follow-up steps
+ Interacting with network services, software systems engineering, and/or applications development leads to restore service and/or identify and correct core problems
+ Simulate or recreate user problems to resolve operating difficulties and recommend system or process modifications to reduce user problems
+ Possess and apply comprehensive knowledge across key tasks and high-impact assignments
+ Populate a consolidated Knowledge Management solution to provide Tier 0 Self Service Portal to user populations and provide a centralized knowledge repository for assigned applications suites
+ Manage a Tier 2 Enterprise Service Desk team across multiple portfolios supporting multiple applications and software
+ Lead collaboration with the engineering teams to identify, respond, and resolve tickets in a timely manner
+ Communicate issues and resolutions with appropriate stakeholders
+ Organizing, planning, and monitoring a program's customer service department to ensure optimized interaction between the program and its clients
+ Developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction
+ Establishing communication channels among leadership and stakeholders
+ Providing support to end-users spanning a variety of issues
+ Identifying, researching, and resolving technical problems
+ Responding to telephone calls, email, and personnel requests for technical support
+ Documenting, tracking, and monitoring the problem to ensure a timely resolution
+ Providing second-tier support to end-users for either PC, server, or mainframe applications or hardware
+ Maintaining relevant metrics that help the team see how they are doing
+ Supporting long- and short-range planning
+ Developing new and refining existing process to enhance quality and productivity
+ Ensuring product quality and timeliness of efforts
**You have:**
+ Must be a U.S. Citizen with the ability to pass CBP background investigation, criteria includes, but not limited to:
+ 3-year check for felony convictions
+ 1-year check for illegal drug use
+ 1-year check for misconduct such as theft or fraud
+ Bachelor's Degree and 5+ years related technical and managerial experience (experience considered in lieu of degree)
+ Experience with ServiceNow ticketing systems
+ Experience with JIRA Service Desk
+ Experience with Problem and Incident Management
+ Experience leading a large 365x24x7 on-call service desk team supporting multiple software applications
+ **Must be available to work a hybrid schedule with an on-site requirement in Sterling, VA**
**You're good at:**
+ Understanding of the software development life cycle, including planning, development, requirements management, CM, quality assurance, and release management
+ Familiarity with the general IT practices and terminology
+ Excellent written and verbal communication skills
+ Highly responsible, team-oriented individual with very strong work ethic; self-starter
+ Strong, active listening skills
**Bonus would be having:**
+ ITIL Certification, other Technical Certifications
+ Experience with large scale ITSM and implementations
+ CBP, DHS, Border Patrol Systems experience
-
**___**
**What You Can Expect:**
**A culture of integrity.**
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.
**An environment of trust.**
CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
**A focus on continuous growth.**
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.
**Your potential is limitless.** So is ours.
Learn more about CACI here. ( Range** : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here ( .
The proposed salary range for this position is:
$70,800 - $148,600
_CACI is_ _an Equal Opportunity Employer._ _All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any_ _other protected characteristic._

**Overview**
GovCIO is currently hiring for a Service Desk Lead to support our USSS Network Operations and Security Center (NOSC) proposal. This position will be located in Washington, DC and is a hybrid remote position.
**Responsibilities**
+ Confers with staff, users, and management to establish requirements for new systems or modifications
+ Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
+ Answers questions or resolves computer problems for clients or staff in person, via telephone or from a remote location
+ Maintains record of daily data communication transactions, problems and remedial action taken, and installation activities
+ Develops training materials and procedures, and/or trains users in the proper use of hardware and software
**Qualifications**
+ Bachelor's with 8+ years of IT Service Desk support experience (or commensurate experience)
+ Clearance Required: US citizenship is required to acquire a Top Secret Clearance
**Company Overview**
GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.
But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
**What You Can Expect**
**Interview & Hiring Process**
If you are selected to move forward through the process, here's what you canexpect:
+ During the Interview Process
+ Virtual video interview conducted via video with the hiring manager and/or team
+ Camera must be on
+ A valid photo ID must be presented during each interview
+ During the Hiring Process
+ Enhanced Biometrics ID verification screening
+ Background check, to include:
+ Criminal history (past 7 years)
+ Verification of your highest level of education
+ Verification of your employment history (past 7 years), based on information provided in your application
**Employee Perks**
At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:
+ Employee Assistance Program (EAP)
+ Corporate Discounts
+ Learning & Development platform, to include certification preparation content
+ Training, Education and Certification Assistance*
+ Referral Bonus Program
+ Internal Mobility Program
+ Pet Insurance
+ Flexible Work Environment
*Available to full-time employees
Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.
**We are an Equal Opportunity Employer.** All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
**Posted Pay Range**
The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
**Posted Salary Range**
USD $71,150.00 - USD $113,000.00 /Yr.
Submit a referral to this job ( _US-DC-_
**ID** _2025-6164_
**Category** _Information Technology_
**Position Type** _Full-Time_

LA28 does not provide relocation assistance.

The Summer Olympic and Paralympic Games will be hosted in Los Angeles, California in 2028, returning to the United States for the first time in over 30 years. 2028 will be the first time LA hosts the Paralympic Games, creating an opportunity to expand awareness, understanding and inclusion of people with disabilities.

LA28, the organizers for the 2028 Olympic and Paralympic Games in Los Angeles, is on a mission to create an unparalleled Games experience for athletes, fans, partners, our community and our people. Our vision is to collectively create what's next through sport, community and the power of our differences.

The 2028 Olympics and Paralympics will represent LA and leverage the strength of our community's creativity as we collectively work to design a Games that we all want to be a part of. We do this by focusing on people and by inviting everyone into the story of the LA28 Games.

The LA28 organizing committee is an independent, non-profit organization that is privately funded and governed by a board of directors.
Values and Behaviors:

• Optimism - Embody a positive, enthusiastic, and solution-oriented attitude in everything we do; challenge the status quo, inspire and support one another to achieve our best; have our eyes on the future and believe we can make a meaningful impact
• Integrity - We communicate openly and honestly, listen, and respectfully value multiple perspectives; we do what we say and are accountable for everything we do; we do the right thing, always. Even when it isn't easy
• Excellence - We hold ourselves to the highest standard and expectations; we live our values and truths and persevere through challenges; we are continuous learners and adapt and pivot with speed to meet changing needs
• Inclusion - We seek to represent, include, empower and level the playing field; our work reflects the communities we serve and the world in which we live; we leverage our platforms to bring awareness to issues relevant to who we are
• Co-Creation - We are authors of a shared story. Everyone contributes their unique voice to our shared mission; we share pride in our accomplishments and ownership of our shortcomings
• Boldness - We embrace creativity, courage and outside-the-box thinking; we are unafraid to take risks, explore unconventional solutions, and learn from the process; we are innovators, disruptors, and challengers of the status quo

Sr Manager, Service Desk Lead

Lead and mentor a team of technology support professionals within a fast-growing organization, always ensuring a high-level of customer service. Responsibilities will include managing the ticketing system, prioritizing and assigning tasks, and monitoring team performance to meet service level agreements (SLAs). Reporting to the Senior Director Technology Infrastructure, you will also be responsible for developing and implementing best practices, conducting regular training sessions, and fostering a culture of continuous improvement. Additionally, you will collaborate with other IT departments to address complex issues, manage escalations, and contribute to strategic planning for IT support services. Your expertise will be crucial in driving efficiency, enhancing user satisfaction, and maintaining a high standard of service delivery.
Key Responsibilities:

• Manage the operations and the technicians of the central service desk

• Ensure service desk technicians are following established incident management and service delivery procedures while adhering to SLA's

• Develop and maintain formal service desk operating procedures for consistency and productivity

• Communicate changes and update procedures collaboratively within Service Delivery and across the broader Technology team

• Lead weekly team meetings focusing on team priorities and performance, to maintain a high level of service quality

• Contribute and participate in monthly executive briefings on the service desk operations

• Respond to critical outages and/or requests by developing proactive solutions to help maintain a stable and secure operation

• Draft and send org-wide communications for service outages and or changes

• Develop support plans for rollouts requiring increased support from the Service Delivery team.

• Lead the Onboarding and Offboarding process for the workforce (employees, contractors, and interns) working in close collaboration with the HR team

• Create and maintain weekly schedules for the service desk team

• Collaborate and advise other Technology teams on supporting technology services

• Maintain and contribute to the Technology Knowledgebase, directly or working with service manager to ensure accurate and relevant content is available for the organization

• Collaborate with Technology Service Integrator on the development and improvements of the ITSM system (ServiceNow) including reviewing and providing oversight on processes to be implemented

• Manage the operations and the technicians of the central service desk

• Ensure service desk technicians are following established incident management and service delivery procedures while adhering to SLA's

• Develop and maintain formal service desk operating procedures for consistency and productivity

• Communicate changes and update procedures collaboratively within Service Delivery and across the broader Technology team

• Lead weekly team meetings focusing on team priorities and performance, to maintain a high level of service quality

• Contribute and participate in monthly executive briefings on the service desk operations

• Respond to critical outages and/or requests by developing proactive solutions to help maintain a stable and secure operation

• Draft and send org-wide communications for service outages and or changes

• Develop support plans for rollouts requiring increased support from the Service Delivery team.

• Lead the Onboarding and Offboarding process for the workforce (employees, contractors, and interns) working in close collaboration with the HR team

• Create and maintain weekly schedules for the service desk team

• Collaborate and advise other Technology teams on supporting technology services

• Maintain and contribute to the Technology Knowledgebase, directly or working with service manager to ensure accurate and relevant content is available for the organization

• Collaborate with Technology Service Integrator on the development and improvements of the ITSM system (ServiceNow) including reviewing and providing oversight on processes to be implemented

• Assist in diagnosing problems requiring in person Interaction with the user to facilitate the resolution of technology issues; walk the user through key steps

• Oversee the repair process of laptops, desktops, and other hardware, software, and AV by utilizing outsourced vendor support

• Implement methodologies to improve first call resolution, manage stakeholder perceptions, and build strong internal relationships

• Identify appropriate technology, processes and other resources with team to maximize service desk effectiveness

• Monitor, respond, and resolve trouble tickets in the IT Service Management tool; ensure problem ownership and promote end-user satisfaction

• Draft documentation to grow employee self-service and technical competency across the organization

• Manage the ticket queue, act as a point of escalation on tickets as necessary; track activities of technical support specialists to whom tickets were assigned

• Onboard, train, and mentor service desk team. Facilitate continuous training as needed including on new services added to the service catalog.

Background & Qualifications:

• Experience managing an IT service desk in a complex organization

• Genuinely enjoy customer service-oriented support, possess knowledge across a wide range of technical topics, and thrive on finding solutions to technical issues in a fast-paced environment.

• Technical knowledge of Identity Management (Entra ID), Office 365, Cloud Based Phone Systems, experience with enterprise mobility management and mobile device management.

• Knowledge of Microsoft and Apple software to communicate and assess issues with employees with their day-to-day support needs.

• Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software.

• Experience in administering and implementing SaaS solutions.

• Have in-depth knowledge of available products and solutions to address any request to empower user with competitive technical advantage.

• Ability to patiently and efficiently perform in a fast-paced environment and handle and manage multiple workloads, priorities and deadlines.

• Experience mentoring and coaching a team of service desk tehnicians

Position Requirements:

Physical Requirements and Working Conditions

• On-site role based in Downtown Los Angeles, California (4-5 days per week)
• Flexibility to work evenings and on weekends as needed
• The majority of work will be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment.
• The ability to lift and carry equipment weighing up to 50 lbs.

Education/Training/Certifications:

• 7+ years leading an IT service desk in a complex or growing organization

• ITIL 3 or 4 certification required

• Microsoft or equivalent IT certifications a plus

• Bachelors degree or equivalent experience

Expectations:

• Strong facilitation, training and troubleshooting skills.

• Strong attention to detail and highly organized.

• Well-developed analytical and problem-solving skills.

• Possess personal drive to start a project and see it through to completion.

• Excellent interpersonal skills including the ability to work with individuals at all levels in the organization and strong relationship building abilities.

• Ability to effectively communicate technical issues to non-technical people.

• Must be self-motivated, possess a sense of urgency and demonstrate critical thinking skills.

Submission Requirements:

• Resume

The annual base salary range for this position is $115,000.00 - $130,000.00. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28's operational business needs and applicable law.

LA28 does not provide relocation assistance.

LA28 is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We strive to build a team that is diverse, inclusive and encourages qualified candidates of all backgrounds, perspectives, and identities to apply. We will consider all qualified candidates with criminal histories in a manner consistent with local law. We assess applications based on relevant skills, education, and experience a candidate can add to our team.

Service Desk Lead (4286) (Ft. Belvoir, VA) (TS/SCI)at SMX(View all jobs) ( Belvoir, VA
SMX is actively seeking a **Senior Help Desk Manager** for a full-time, on-site position at Ft. Belvoir. The Senior Help Desk Supervisor will be responsible for the day-to-day operations of the organization's help desk. This role involves overseeing the delivery of IT help desk services, managing IT help desk support, ensuring platform reliability and security, and collaborating with other IT leaders to support integration efforts and align operational strategies with organizational goals.
**This is a full-time on site position Monday - Friday.**
**Essential Duties & Responsibilities**
+ Lead Help Desk operations and personnel
+ Perform duties as a Help Desk technician as required
+ Promote professional growth within the Help Desk personnel
+ Ensure the Help Desk always has 2 personnel x 24/7/365 coverage
+ Ensure there is overlap of at least 30-minutes between shifts
+ Ensure proper handoff takes place between outgoing and incoming shift
+ Ensure Help Desk personnel follow the organization's processes and procedures for interacting with customers, managing their work with an IT service management (SM) ticketing system, and ensuring all actions and approvals are auditable and traceable
+ Update Help Desk Standard Operations Procedures (SOPs); Tactics, Techniques, and Procedures (TTPs); Workflows; and user Frequently Asked Questions (FAQs)
+ Provide customer onboarding/offboarding tracking and provisioning/permission assignments
+ Provide account management support
+ Process all IT SM tickets to completion
+ Provide 24/7/365 Tier 1 support for all environments and networks supporting end users
+ Route tickets to the appropriate sustainment teams for Tier 2/3 support
+ Perform data-driven analysis of IT SM tickets (e.g. mean time to resolution analysis) and produce and provide weekly help desk ticket and personnel metrics to the prime project manager
+ Assist Cyber Operations with continuous monitoring activities
+ Participate in training, testing, and exercises related to incident response and contingency planning
**Required Skills & Experience**
+ Active TS security clearance and eligible for SCI and NATO read-on prior to starting work.
+ Meet all requirements to receive a privileged user (PU) account on a TS/SCI information system (e.g. AC2SP) prior to starting work. The requirements are currently defined in DoDD 8140.01.
+ Bachelor's degree in an area related to the labor category with at least 10 years' experience in providing Tier 1 support of a TS/SCI system.
**Application Deadline:** September 15, 2025
#CJPOST
#LI-onsite
The SMX salary determination process takes into account a number of factors, including but not limited to, geographic location, Federal Government contract labor categories, relevant prior work experience, specific skills, education and certifications. At SMX, one of our Core Values is to Invest in Our People so we offer a competitive mix of compensation, learning & development opportunities, and benefits. Some key components of our robust benefits include health insurance, paid leave, and retirement.
The proposed salary for this position is:
$127,500-$204,100 USD
At SMX®, we are a team of technical and domain experts dedicated to enabling your mission. From priority national security initiatives for the DoD to highly assured and compliant solutions for healthcare, we understand that digital transformation is key to your future success.
We share your vision for the future and strive to accelerate your impact on the world. We bring both cutting edge technology and an expansive view of what's possible to every engagement. Our delivery model and unique approaches harness our deep technical and domain knowledge, providing forward-looking insights and practical solutions to power secure mission acceleration.
SMX is an Equal Opportunity employer including disabilities and veterans.
Selected applicant may be subject to a background investigation and/or education verification.

**Responsibilities & Qualifications**
**RESPONSIBILITIES**
+ Own overall responsibility for ITSMS process handling on the Service Desk;
+ Manage all Service Desk supervisors;
+ Coordinate Service Desk staff training sessions;
+ Liaise with the FDIC Service Delivery Designee;
+ Manage the development and issuance of Service Desk operational reports;
+ Represent the Service Desk team in a customer-facing role;
+ Liaise with the Contractor designated Change lead;
+ Act as the lead owner for implementing and progressing Continuous Service Improvement (CSI) and managing CSI activities to ensure appropriate Service improvement results;
+ Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes;
+ Serve as a further escalation point for Service Desk supervisors;
+ Attend Change Advisory Board meetings as described in Attachment J6D (Meetings); and
+ Participate in Problem Management activities
**REQUIRED QUALIFICATIONS**
+ Bachelor's degree or equivalent experience, advanced degree preferred.
+ Ten plus years of experience in Service Desk Services, including at least 3 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
+ Excellent communication and teamwork skills.
**Overview**
We are seeking Service Desk Team Leadto join our team supporting the Federal Deposit Insurance Corporation (FDIC) in Arlington, VA. You will oversee a team of service desk agents and service desk supervisors. You will be a member of technical team where excellent customer service and professional expertise are required.
The mission of FDIC's Chief Information Officer Organization (CIOO) is to provide scalable,efficient technology that enables continuous access to data securely. In support of this mission,FDIC established ServiceNow as an enterprise platform in 2016 and has since implemented sixproduct suites across the ServiceNow platform.The use of cloud platforms like ServiceNow is a key component of the FDIC's ongoing ITModernization Program, which emphasizes accelerated cloud adoption to support mission needs.The IT Modernization Program is intended to align the FDIC's IT program with key Federalpriorities, including the Federal Cloud Smart Strategy.
TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.
Visit us at .
Apply now to explore jobs with us!
The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.
By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP".
"As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration".
**Additional Job Information**
**WORK ENVIRONMENT AND PHYSICAL DEMANDS**
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
+ Location: Arlington, VA
+ Type of environment: Varies
+ Noise level: Low
+ Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
+ Amount of Travel: Less than 10%
**PHYSICAL DEMANDS**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
**WORK AUTHORIZATION/SECURITY CLEARANCE**
Citizenship: US Citizen
Clearance requirement: ability to receive a Public Trust clearance
**OTHER INFORMATION**
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.
**EQUAL EMPLOYMENT OPPORTUNITY**
In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.
TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact for assistance.
**Job Locations** _US-VA-Arlington_
**ID** _2024-7058_
**Category** _Information Technology_
**Type** _Regular Full-Time_

Job Title: Service Desk Tower Lead
Location: Arlington, VA
On-Site - Federal Client
Public Trust Clearance Required
6 Month Contract to Hire
Hourly Rate: $55/hr. Range W2. Benefits available
ALTA IT Services has a 6-month contract to hire opening for a Service Desk Tower Lead to lead an IT support team, onsite at a federal client site. The IT Service Desk Tower Lead will oversee the day-to-day operations of the service desk, ensure the timely resolution of technical issues, and provide exceptional customer service to our internal stakeholders. They will play a critical role in managing a team of support analysts and ensuring efficient and effective support processes are in place to meet the needs of the organization.
Duties and Responsibilities:
+ Own overall responsibility for the ITSMS process handling on the Service Desk to include incident, request, problem, event, and risk management.
+ Manage all Service Desk supervisors, trainers, quality manager, and workflow.
+ Ensure Queue management practices are followed and enhanced
+ Responsible for successfully meeting all SLAs focused on ASA, ABR, FCR, CSAT, Quality, and Time to Resolve of Incidents and Requests
+ Liaise with the Customer Service Delivery Technical Monitors.
+ Manage the development and issuance of Service Desk operational reports.
+ Represent the Service Desk team in a customer-facing role.
+ Liaise with the Contractor-designated Change lead.
+ Act as the lead owner for implementing and progressing Continuous Improvement (CI) and managing CI activities to ensure appropriate Service improvement results.
+ Perform call monitoring of live and/or recorded Service Desk agent calls for quality assurance purposes.
+ Serve as a further escalation point for Service Desk supervisors.
REQUIRED SKILLS
+ ITIL v3 or v4 Foundation Certified (or HDI Manager Level) onsite with a minimum of 10 years of experience in Service Desk Services and directly managing a Service Desk
+ At least 5 years in an IT outsourcing environment to manage Contractor Personnel performance of the Service Desk Services
+ Familiarity with Avaya or Genesys Contact Centers is a plus
+ Min Citizenship Status Required: US Citizenship Required
Please contact Melissa McNally via for consideration.
System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
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Ref: #855-IT Baltimore
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

What We Offer:

Our excellent salary and benefits package includes medical, dental, vision, life insurance, short and long-term disability coverage, education reimbursement, 401(k), performance bonuses, and an employee stock program. Employee Resource Groups and Programs offered include the Young Professionals Group, Women at Wade Trim, Diversity, Equity and Inclusion, Professional Development, Leadership Development, Rotation Program, Mentor Program, Sustainability Program, and Wellness Program.

Position Description:

Candidates must have a bachelor's degree in Information Technology or a related field. Candidates should be familiar with personal computer hardware and software configurations. An A+ and/or MCP certification is a plus. A flexible hybrid-remote work schedule available after 90 days of employment.

Typical responsibilities include:

• Lead a team of Service Desk technicians, providing guidance, and support.
• Ensure the delivery of high-quality customer support, resolving user inquiries and issues effectively and within established Service Level agreements.
• Monitor, analyze and report on Service Desk metrics, identifying areas for improvement and teaming with manager to implement process changes to enhance performance and efficiency.
• Participate in the development and implementation of new Service Desk processes and procedures.
• Provide technical expertise and guidance to team members, addressing complex technical issues and ensuring timely resolution.
• Collaborate with other IT teams to address issues impacting the other IT silos and ensure smooth operation of IT services.
• Facilitate communication and escalation processes within the IT department.
• Ensure compliance with relevant policies and procedures, including data security and privacy regulations.
• Stay abreast of the latest industry trends and technologies, leveraging knowledge to drive innovation and improvement within the Service Desk function.
• Maintain a safe working environment

Education:

• Bachelor's degree in Computer Science or related field, or equivalent combination of experience and education.

Skills/Experience:

• 7+ years of experience in a Service Desk environment, with experience in a team leadership role.
• Proven ability to lead and motivate a team, providing direction and support to achieve desired outcomes.
• Strong technical skills in troubleshooting and resolving a variety of IT issues, including hardware, software, and network problems.
• Experience with IT Service Management (ITSM) practices, including ITIL (Information Technology Infrastructure Library).
• Excellent communication, interpersonal, and problem-solving skills.
• Strong organizational skills, with the ability to manage multiple tasks and priorities effectively.
• Experience with maintaining Service Max or other ITSM tools is preferred.

About Wade Trim:

Wade Trim is committed to maximizing the value of infrastructure investments. We've been solving complex engineering challenges for nearly a century. We customize our work approach to fit each project using a collaborative, friendly style to deliver solutions our clients can stand behind.

Our supportive culture recognizes and strives to fulfill collective client, company, and individual needs. Mentoring and building skills of Wade Trim staff is a priority. Frequent interaction among staff is encouraged, company leadership is easily accessible, and opportunities are provided for staff to help shape the firm's future through strategic planning. Work/life balance is supported through a flexible, hybrid work schedule that brings team members together in the office at least three days a week and connects them virtually when working from home.

To solve our clients' toughest challenges, we've devoted ourselves to delivering innovative solutions. Our Office of Applied Technology (OAT) is dedicated to seeking new technologies or ways to apply existing technologies to enhance value to our clients and positively impact communities. All staff are encouraged to share ideas and suggestions for innovative technologies or processes to adopt. This open-minded approach enables us to advance technology, foster innovation, and stay ahead of our clients' needs.

Wade Trim's success is shared by the employees that make it happen. Since our beginning, our firm has been 100% employee owned. This cultivates an ownership mindset that benefits our work approach, collaborative culture, and ability to deliver client solutions. We believe employee ownership drives the sustainability and growth of our firm and provides all our employees with opportunities for financial success.

If you are looking for a challenging and rewarding career in a friendly environment, please submit your resume by visiting the Careers section of our website at

Wade Trim does not accept unsolicited resumes, candidate profiles, or CVs from third-party recruiters or employment agencies. Any submission made without a valid, signed agreement and an approved engagement request from Wade Trim's People Services Team will be considered the property of Wade Trim. Wade Trim reserves the right to pursue and hire any candidate submitted through unsolicited means without any financial obligation to the recruiter or agency. A valid agreement can only be signed by the Director of People Services. Resumes or candidate profiles submitted at the request of a Wade Trim employee who is not authorized by the People Services team do not constitute a valid engagement. Recruiters and agencies must have a current, written agreement authorized by the Director of People Services to be considered an approved vendor.

Wade Trim is an Affirmative Action/Equal Opportunity Employer.

Job Location: Springfield, VA, Ashburn, VA, , Orlando, FL, or San Antonio,TX

IT Service Desk Training Lead

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services, and managed IT solutions. We are seeking a motivated and customer-focused IT Service Desk Training Lead in support of a program for CBP TSD (technology Service Desk) at the Department of Homeland Security (DHS).  The Program provides IT support for over 65,000 users worldwide. As the Training Lead, you will design, implement, and deliver training programs for an Enterprise IT Service Desk to ensure staff are equipped with the technical and customer service skills needed for efficient IT support. Service Desk Support services are required 24 hours a day, seven days a week, 365 days a year. The position requires working on site and may be eligible for some remote work if approved by the Program Manager.

Responsibilities:

• Develop and deliver onboarding and refresher training programs.
• Design role-specific technical training aligned with ITIL, HDI, and customer service best practices.
• Maintain and update training SOPs to meet customer standards.
• Evaluate training effectiveness and implement improvements based on feedback.
• Ensure compliance with customer mandatory training requirements.
• Identify and address training needs through regular assessments.
• Adapt training content to reflect technological advancements and trainee feedback.
• Collaborate with Quality Control to align training with performance and quality trends.
• Create and present reports on training metrics and improvement areas.
• Coordinate with departments to align training goals with business objectives.

Qualifications:

• Associate or bachelor's degree (preferred) and 5+ years in IT service desk operations, with 2+ years in training or leadership.
• In depth knowledge of training practices and techniques.
• Minimum 3 years' experience in developing and delivering training programs, creating instructional materials, and evaluating effectiveness in a contact center.
• Strong mentoring, problem-solving, and communication skills.
• Experience with knowledge and learning management systems are a plus.
• Possesses ITIL v4 certification or commit to obtaining it within 6 months.
• Must be a US Citizen and pass a government Public Trust Security clearance with the DHS.
• Experience with one of the following agencies is preferred; USCIS, CISA, CBP, FEMA, ICE

Must be able to pass a federal background check going back 7 years without felonies. Must be able to pass a federal credit check.