Service Desk Support Technician Site Lead

At Agile Defense we know that action defines the outcome and new challenges require new solutions. That's why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next.

Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility-leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation's vital interests.

Requisition # : 1303 Job Title : Enterprise Service Desk Site Lead Location : Adelphi, MD Clearance Level : Secret Required Certification(s) : Security+ or higher

SUMMARY The U.S. Army Research Laboratory (ARL) of the U.S. Army Research Development and Engineering Command (RDECOM) is the Army's corporate laboratory. It's a diverse assortment of unique facilities and a dedicated workforce of government and private sector partners make up the largest source of world-class integrated research and analysis in the U.S. Army. ARL discovers, innovates and transitions research to provide the best technologies for our Soldiers. ARL's program consists of basic and applied research and survivability / lethality and human factors analysis.

JOB DUTIES AND RESPONSIBILITIES

• Lead day-to-day operations of ALC support staff to ensure all phases of support are coordinated
• Responsible for ensuring ample staffing coverage on VCC, Bullpen, Warehouse and Ticket Queues
• Maintain strong relationships with teams across the program to achieve Service Desk objectives
• Serve as escalation point for staff and customers then resolve / communicate as required
• Regularly perform metrics trend analysis to ensure team executes in accordance with SLA's
• Act as technical go to person for management and less seasoned technicians
• Work with management to develop, communicate, and implement procedures and best practices
• Responsible for training and mentoring fellow team members in areas of expertise
• Model behavior as it relates to ServiceNow ticket creation, handling, and documentation
• Closely monitor ServiceNow dashboards to ensure that Critical / High tickets are given top priority
• Closely monitor VCC dashboards to ensure response times and abandoned calls are in line
• Perform technician performance and quality reviews
• Meet with each team member at minimum once per month for in-person coaching sessions
• Manage and Lead team of IT professionals supporting Agile Defense and Army Research Lab

QUALIFICATIONS Required Certifications

Education, Background, and Years of Experience

ADDITIONAL SKILLS & QUALIFICATIONS Required Skills

Preferred Skills

WORKING CONDITIONS Environmental Conditions

Strength Demands

Physical Requirements

What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are.

We also believe in supporting our employees by offering a competitive and comprehensive benefits package. To explore the benefits we offer, please visit our website under the Careers section.

Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do.

Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated.

Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support.

Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task.

Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges.

Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply for this job