Service Desk Lead

Lead service desk operations and help deliver reliable, customer-focused support for embedded OCIO customers at Redstone Arsenal, AL (onsite). In this full-time role with Bravura Information Technology Systems, you will oversee ticket intake, triage, escalation, and reporting, while also providing tiered hardware and system support to minimize downtime and keep service levels on track.

What You’ll Do

• Install, configure, troubleshoot, and maintain hardware and software, including administering system accounts.
• Lead service desk operations and embedded OCIO customer support, managing ticket intake through escalation, follow-up reporting, and SLA and performance metrics.
• Coordinate support delivery across Tier 1, Tier 2, and technical teams, including knowledge/SOP updates and customer satisfaction tracking.
• Provide system-level application and infrastructure support, including file systems and restricted shell access menu support.
• Support hardware lifecycle activities such as installation, troubleshooting, maintenance, backups, updates, and system support.
• Respond promptly to inquiries received by telephone, email, or a Government-provided automated service desk system, guiding users through step-by-step resolution for computer and software issues.
• Deliver expert technical guidance on installation, operation, and troubleshooting of computer hardware and software, maintaining current proficiency in emerging technologies.
• Handle trouble calls end-to-end by receiving, logging, routing, resolving, and completing follow-up reporting while maintaining high customer satisfaction.
• Ensure adherence to established SLAs and performance standards for timely and effective support.
• Provide tier-based hardware maintenance and lifecycle support for designated GFE, including user workstations, mobile devices, network routing and switching equipment, servers, and connected peripherals.
• Perform break/fix support, troubleshoot malfunctioning hardware, replace components as needed, and track hardware incidents in the provided ITSM system.
• Generate detailed reports with performance metrics such as calls received, issue types, resolution times, and trend analysis to support continuous improvement.
• Support Asset Management functions as needed.

What You Bring

• 8+ years of relevant experience.
• Must fulfill at least one education option:
  • Advanced Degree (Bachelor’s, Master’s, or Ph.D.) in Computer Science, Cybersecurity, Data Science, Information Systems, Information Technology, Software Engineering, or Other, or
  • Master’s in Strategic Information & Cyberspace Studies (NDU CIC).
• Must fulfill at least one training/certification option:
  • Military training in maintenance (listed course options), or
  • ISSM, Network Security Vulnerability Technician, Advanced Network Analyst, Triton IS Technician, ALIS Admin, Data Systems Chief Course, or Data Systems Engineerin (listed options), or
  • Active certification in SecurityX / CASP+, CCNP Security, CCSP, FITSP-O, or GFACT.
• Must fulfill at least one experience alternative option (Option D).
• Clearance: Secret minimum (active); TS/SCI and SAP access as required by assigned systems/workspaces.
• Access requirements: CAC/NACI required.
• DCWF 8140

Tools You’ll Use

• ITSM system
• Government-provided automated service desk system

Job category: Service Desk

Job type: Full Time

Location: Redstone Arsenal - AL

Clearance level: Minimum Secret (active) Up to TS/SCI

Source selection: PFITSS