Job Type

Full-time

Description

Position Summary:

The Senior Support Desk Lead manages front-line support operations for users and stakeholders. You will lead support desk analysts, oversee ticket handling and escalation, maintain support knowledge, and ensure users receive timely, accurate, and professional assistance.

Key Responsibilities:

- Lead day-to-day support desk operations, analyst coordination, ticket triage, escalation, and service-quality monitoring

- Ensure incidents, service requests, user questions, and access issues are documented, prioritized, routed, and resolved according to procedures

- Maintain support processes, scripts, knowledge articles, FAQs, user guidance, and escalation paths

- Monitor ticket queues, SLA performance, trends, recurring issues, and customer-satisfaction indicators

- Coordinate with operations, DevSecOps, engineering, training, communications, and client stakeholders on issue resolution and user impacts

- Support release readiness, known-issue tracking, hypercare, and post-release support planning

- Coach support desk analysts and review interactions for accuracy, professionalism, and consistency

- Use AI-assisted support tools to summarize tickets, identify trends, draft knowledge articles, and improve response quality

PHYSICAL DEMANDS:

- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Requirements

Non-Technical Requirements:

- Must be a U.S. Citizen.

- Must be willing to work a HYRBID Schedule (2 Days) in Reston, VA & client locations in the Washington D.C. area as required.

- Ability to pass a 7-year background check and obtain/maintain a U.S. Government Clearance

- Strong communication and presentation skills.

- Must be able to prioritize and self-start.

- Must be adaptable/flexible as priorities shift.

- Must be enthusiastic and have passion for learning and constant improvement.

- Must be open to collaboration, feedback and client asks.

- Must enjoy working with a vibrant team of outgoing personalities.

Required Qualifications:

- 5+ years of service desk, help desk, technical support, customer support, or IT operations experience

- 2+ years leading support staff, ticket queues, escalation processes, or service desk operations

- Experience with ITSM tools, ticket triage, knowledge management, SLAs, and customer-service metrics

- Strong troubleshooting, communication, documentation, organization, and customer-service skills

- Ability to coordinate issue resolution across technical and non-technical teams

- Bachelor's degree or equivalent experience in information systems, business, or a related field

Preferred Qualifications:

- Federal IT modernization, government service desk, or financial-regulatory support experience

- ITIL Foundation, HDI, ServiceNow, or equivalent support/service-management certification

- Experience supporting 24/7 operations, release hypercare, access management, or enterprise user communities

- Familiarity with AI-assisted ticket analysis, knowledge management, chatbot support, or support reporting tools

Salary Description

$90,000-$110,000 (based on pertinent experience)