Service Desk Lead with Secret Clearance

A company is looking for a Service Desk Lead to oversee Tier 1-3 IT support operations for a secure defense program.

Key Responsibilities

Lead daily Tier 1-3 service desk operations, ensuring timely incident resolution and service request fulfillment

Manage service workflows and ticket prioritization to maintain SLA compliance and customer satisfaction

Serve as the primary escalation point for complex technical issues, coordinating with engineering and cybersecurity teams

Required Qualifications

Bachelor's degree in Information Technology, Computer Science, or a related field

Minimum 7 years of experience in IT service delivery or technical support roles, including 3+ years in leadership

Proven experience leading Tier 1-3 help desk operations in federal or defense environments

Strong knowledge of IT service management frameworks and SLA-driven operations

Must hold an active Secret clearance