Job Title
SERVICE DESK LEAD
Location
Huntsville, AL US (Primary)
Category
Information Technology
Job Type
Full-Time
Career Level
Experienced (Non-Manager)
Education
Bachelor's Degree
Security Clearance Required
Secret
Job Description
Ignite is currently seeking a driven Service Desk Lead to join our team supporting the U.S. Army on Redstone Arsenal in Huntsville, AL. This position is expected to be onsite. The Service Desk Lead will manage customer-facing IT support for users across classified and unclassified environments. The Service Desk Lead will ensure incidents and requests are recognized, recorded, researched, isolated, resolved, escalated, followed through closure, and analyzed for recurring problems and service improvements.
This role directs tiered support and desk-side personnel, coordinates with network, server, cybersecurity, application, equipment, and OEM support teams, and maintains responsive coverage for mission-critical users and systems.
Job Requirements
Responsibilities include, but are not limited to:
§ Lead service desk, desk-side, tiered support, and customer-communication activities.
§ Ensure all incidents and requests are accurately logged, categorized, prioritized, assigned, escalated, resolved, validated, and closed in the Government ITSM system.
§ Resolve less complex problems promptly and route complex issues to the correct second-level or specialist team.
§ Manage SLAs/AQLs, queue health, aging tickets, major incidents, customer updates, and follow-up actions.
§ Coordinate hardware/software troubleshooting and restoration with server, network, cybersecurity, application, asset, and OEM teams.
§ Maintain sufficient on-site touch labor for desk-side support and classified enclaves.
§ Establish schedules and backup coverage for normal operations, critical incidents, on-call support, vacancies, and surges.
§ Train and mentor support personnel, develop and maintain current SOPs, scripts, knowledge articles, and escalation paths.
§ Analyze call volumes, issue types, resolution times, repeat incidents, trends, and customer feedback; recommend improvements.
§ Prepare accurate performance metrics and supporting data for CDRL A014 and management reviews.
Job Requirements and Qualifications:
§ Ten (10) or more years of relevant helpdesk/end-user-support experience at the Senior/Lead level.
§ Experience controlling the full problem-management lifecycle, including 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.
§ ITIL certification is desired.
§ DoD 8140/DCWF-aligned qualification; SSCP, SecurityX (CASP+), or equivalent preferred.
Preferred Qualifications:
§ ITSM ticket management, call queues, SLAs/AQLs, knowledge articles, trend/root-cause analysis, and customer satisfaction.
§ 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 are preferred.
§ DoD 8140/DCWF-aligned qualification; SSCP, SecurityX (CASP+), or equivalent preferred.
Security Clearance Requirements: Must have an active DoD Secret Clearance (TS/SCI and SAP eligible)
Education Requirements:
§ MA/MS.
§ Permitted substitution: BA/BS with 12 or more years of relevant experience.
THIS POSITION IS CONTINGENT UPON AWARD.
