Service Desk Lead

Ignite Fueling Innovation seeks a Service Desk Lead to deliver customer-facing IT support onsite at Redstone Arsenal in Huntsville, AL.

• Lead tiered support across service desk, desk-side, and customer-communication activities
• Manage end-to-end ticket handling in the Government ITSM system: log, categorize, prioritize, assign, escalate, resolve, validate, and close incidents and requests
• Provide triage and routing for less complex issues with prompt resolution; route complex problems to the correct second-level or specialist teams
• Operate SLA/AQL performance by managing queue health, ticket aging, major incidents, customer updates, and follow-up actions
• Coordinate troubleshooting and restoration with server, network, cybersecurity, application, asset, and OEM teams
• Maintain on-site support coverage including sufficient on-site touch labor for desk-side support and classified enclaves
• Ensure coverage readiness by establishing schedules and backup for normal operations, critical incidents, on-call support, vacancies, and surges
• Develop the support team through training and mentoring, plus maintaining current SOPs, scripts, knowledge articles, and escalation paths
• Drive service improvement using analytics on call volume, issue types, resolution times, repeat incidents, trends, and customer feedback
• Deliver reporting with accurate performance metrics and supporting data for CDRL A014 and management reviews

Requirements

• 10+ years of relevant helpdesk/end-user-support experience at the Senior/Lead level
• Experience managing the full problem-management lifecycle: recognition, research, isolation, resolution, escalation, follow-up, and closure
• Experience using ITSM/help-desk systems and leading or training support personnel
• Experience managing telephone, email, remote, desk-side, hardware, software, account, printer, mobile-device, Army 365, and peripheral support
• Strong understanding of enterprise MIS/IT environments, tiered support, problem management, customer service, knowledge management, and escalation practices
• Ability to lead a large support organization and maintain adequate on-site touch labor for desk-side and classified support
• Strong written, verbal, customer service, analytical, and reporting skills
• Ability to support on-site, after-hours, on-call, and emergency requirements
• CompTIA Security+ is required
• DoD 8140/DCWF-aligned qualification; SSCP, SecurityX (CASP+), or equivalent preferred

Technologies

• ITSM
• CompTIA Security+
• Army 365
• SSCP
• SecurityX (CASP+)

Preferred Qualifications

• ITSM ticket management, call queues, SLAs/AQLs, knowledge articles, trend/root-cause analysis, and customer satisfaction
• Experience supporting Windows endpoints, VDI/thin clients, mobile devices, printers/scanners, peripherals, standard Army applications, identity/access issues, and network connectivity
• Break/fix support, component replacement, OEM warranty/escalation, preventive maintenance, firmware, and EOL planning
• Staffing and scheduling for normal hours, 24/7 critical support, leave, vacancies, and surge events
• IT service management and relevant endpoint/vendor certifications preferred
• DoD 8140/DCWF-aligned qualification; SSCP, SecurityX (CASP+), or equivalent preferred

Security Clearance Requirements

• Active DoD Secret Clearance (TS/SCI and SAP eligible)

Location: Huntsville, AL (onsite) at Redstone Arsenal

Education: MA/MS (or BA/BS with 12+ years of relevant experience via substitution)