Service Desk Team Lead

Service Desk Team Lead Support Jobs

2 jobs found

Today

Desktop Support Team Lead

Leidos Arlington, VA

Arlington, VA

Today

$73k - $133k/yr Full time Manager Cloud Platform Cloud Platforms

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Job Description

Leidos is seeking a Desktop Support Team Lead to serve as a frontline technical and operational leader for the AFNCR IT Services program at The Pentagon in Arlington, VA. In this onsite role, you will direct and mentor desktop support teams supporting DAF personnel, with a focus on high availability, fast resolution, and dependable service delivery.

You will oversee routine requirements and walkup helpdesk and asset management activities, while coordinating escalations across technical partners to keep critical systems functioning for USAF and USSF customers.

Role Overview

Direct, mentor, and schedule a small-to-medium-sized team of Tier I/Tier II desktop support technicians, routine requirements personnel, and walkup desk specialists at the Pentagon.
Supervise and prioritize incident, service request, and work order queues in BMC Remedy and ServiceNow to maintain strict adherence to Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
Serve as the primary escalation point for complex technical issues, VIP/senior leader inquiries, and critical system outages; coordinate with Tier III network engineering, systems administration, DISA JSP, and vendor partners.
Monitor productivity, first-contact resolution rates, equipment turnaround cycles, and ticket backlog trends; provide regular status briefings to program management.
Establish and update standard operating procedures, onboarding materials, troubleshooting runbooks, and quality control guidelines.

Customer Support and Onsite Execution

Provide white-glove, customer-focused walk-in technical support for Pentagon-based DAF personnel (USAF and USSF).
Perform hands-on diagnosis, hardware break/fix, peripheral replacements, and software troubleshooting at the walkup service counter.
Enforce chain-of-custody for all deployed, exchanged, and returned hardware assets, including accurate logging of serial numbers, property tags, and associated ticket numbers.
Coordinate with the 844th Communications Group, 844th Communications Squadron, and Unit Resource Advisors (URAs) regarding workstation allotments, equipment exchanges, and asset tracking.
Maintain an organized, well-stocked hardware exchange room and ensure technical knowledge articles are continually updated.
Plan, schedule, and oversee technical execution for office moves, desk reconfigurations, workstation hardware refreshes, and conference setup needs across the Pentagon.
Collaborate with Pentagon facilities, LAN/network operations, and cable plant teams to ensure seamless physical move and installation execution.

Advanced Troubleshooting and Compliance

Align with the HQ Software License Manager to ensure software license compliance and prevent unauthorized or unapproved software installations.
Provide advanced Tier II/Tier III troubleshooting for Windows operating systems, Microsoft 365/Office, specialized DoD mission software, secure VPN clients, and networked peripherals.
Diagnose and resolve complex identity and authentication issues involving Common Access Cards (CAC), smart card readers, and PKI certificates.
Supervise account provisioning, security group memberships, and organizational unit (OU) tasks within Microsoft Active Directory.
Troubleshoot physical Layer 1 network connectivity issues (CAT5e/CAT6 cabling, single-mode/multi-mode fiber, patch panels, SFP modules) and assist network teams with basic port assignments and VLAN verifications.

Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field with 4+ years of relevant IT end-user support experience; OR Master’s Degree with 2+ years, with additional experience considered in lieu of a degree.
Active DoD Secret Security Clearance (adjudicated within the past 6 years) with eligibility to obtain higher levels if required.
CompTIA Security+ CE (or equivalent IAT Level II baseline certification).
Demonstrated experience leading, scheduling, and mentoring junior technicians, managing ticket queues, and handling customer escalations in a fast-paced enterprise environment.
Hands-on operational experience using enterprise ITSM ticketing systems (e.g., BMC Remedy, ServiceNow).
Expertise in Windows 10/11 enterprise desktop administration, Active Directory, and standard enterprise applications.
In-depth experience troubleshooting CAC/PKI authentication, DoD network environments, and secure communications tools.
Hands-on knowledge of Layer 1 network components (copper/fiber cabling, patch panels, SFPs) and foundational networking concepts (DHCP, DNS, TCP/IP, VLANs).
Willingness to support occasional after-hours maintenance windows or VIP mission surge requirements, including participation in an on-call rotation as needed.
Ability to lift, move, unbox, and position IT equipment (monitors, desktops, docking stations, peripherals, and UPS units) up to 40 lbs.
Ability to traverse Pentagon rings, corridors, and secure spaces daily to support customer requirements.

Technologies

BMC Remedy, ServiceNow
Windows 10/11, Microsoft 365, Microsoft Office
Active Directory, Common Access Cards (CAC), PKI certificates
CAT5e, CAT6, single-mode/multi-mode fiber, patch panels, SFP modules
DHCP, DNS, TCP/IP, VLANs
Secure VPN clients, CompTIA Security+ CE
DISA JSP

Work Location and Schedule

Work location: 100% onsite at the Pentagon, Arlington, VA.
Work schedule: Occasional after-hours maintenance windows or VIP mission surge requirements, including on-call rotation as needed.

Benefits and Pay

Health and Wellness programs
Income Protection
Paid Leave
Retirement

Pay range: USD 73,450 - 132,775 per year.

Posting Details

Original posting date: November 12, 2026.

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2d ago

Service Desk Team Lead (MSP)

Snap Tech IT, LLC Cumming, GA

Cumming, GA

2d ago

$75k - $75k/yr Full time Manager Cloud Platform Cloud Platforms

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Job Description

Snap Tech IT, LLC is hiring an onsite Service Desk Team Lead (MSP) in Cumming, GA to lead escalations, coach analysts, and strengthen service consistency.

Responsibilities

Act as the technical leader and primary escalation point for the Service Desk Analyst team
Coach and mentor analysts on complex troubleshooting to improve problem-solving and decision-making
Review escalations and determine whether issues should be resolved within the team or escalated to the next support level
Ensure escalations are properly documented, thoroughly vetted, and ready for smooth handoff to additional expertise
Provide real-time knowledge sharing and ongoing development support for Service Desk Analysts
Partner with service leadership to promote consistency, quality, and best practices across the team
Monitor team performance, identify trends, and help remove obstacles impacting productivity and client service
Spot recurring technical challenges, knowledge gaps, and opportunities for process improvement
Support major incident response efforts and help communicate service-impacting issues as they arise
Reinforce documentation standards and ensure effective use of service desk tools and processes

Requirements

3-5 years of experience in a technical support, service desk, or related IT role (MSP experience is a plus)
Demonstrated Tier 2-level troubleshooting and problem-solving skills
Experience mentoring, training, or supporting the development of other technicians
Strong knowledge of Microsoft 365, Active Directory, Microsoft Entra ID, Windows 10/11, and networking fundamentals
Experience working in a ticketing system while following documented service and escalation processes
Ability to learn and support a variety of business applications and technologies
Experience with ConnectWise Manage and IT Glue or similar service management and documentation platforms preferred

Technologies

Microsoft 365
Active Directory
Microsoft Entra ID
Windows 10/11
Networking fundamentals
ConnectWise Manage
IT Glue

Benefits

Group medical and dental insurance
Health insurance
Dental insurance
Vision insurance
Paid vacation
Holidays
Personal & sick time
Paid time off
Retirement contribution
401(k)
Training reimbursement

Location and Job Type

Location: Cumming, Georgia (in-office)
Work location: In person
Type: Full-Time | In-Office

Salary

USD: $75,000 per year

Application Questions

Tell us about a time a technician escalated a complex issue to you. How did you troubleshoot the problem and coach the technician through it?
Describe a situation where you disagreed with a technician's troubleshooting or escalation approach. What did you do and what was the outcome?
Tell us about a recurring technical issue or knowledge gap you identified on your team. How did you address it and what improved as a result?
Describe a time you had to decide whether an issue should stay with your team or be escalated. What factors influenced your decision?
This is an in-office role in our Cumming, Georgia office. Please confirm your availability.

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Service Desk Team Lead Support Jobs

Desktop Support Team Lead

Service Desk Team Lead (MSP)

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