Location: Huntsville, AL
Required Clearance: SECRET
Required Education: Bachelor's degree in information technology, computer science, information systems, or a related field; equivalent relevant experience may be considered.
Required Experience: Senior IT support or service-desk experience leading customer-facing technical support operations, ticket management, escalation, SLA performance, troubleshooting, and support metrics in an enterprise environment.
Position Description
PingWind is seeking a Service Desk Lead to direct responsive, customer-focused system support for PAE Fires users. The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations, and continuously improve the support experience.
Primary Responsibilities
Typical Responsibilities/Tasks:
• Lead embedded OCIO service-desk and user-support operations and ensure timely, effective, and professional responses to customer inquiries and technical support needs.
• Manage support requests received by telephone, email, and the Government-provided automated service desk system, including intake, logging, categorization, prioritization, routing, escalation, resolution, and follow-up.
• Direct diagnosis and troubleshooting of computer hardware and software issues and ensure customers receive clear step-by-step guidance and accurate technical assistance.
• Ensure support personnel maintain current proficiency with Government hardware, software, systems, and emerging technologies needed to resolve routine and complex user issues.
• Establish effective escalation and coordination practices with server, network, cybersecurity, application-development, asset-management, and other technical teams to restore service quickly.
• Monitor adherence to established service-level agreements and performance standards and take corrective action when response or resolution performance trends below expectations.
• Analyze service-desk activity and identify recurring issues, operational bottlenecks, support trends, training needs, and opportunities to improve first-contact resolution and customer satisfaction.
• Generate detailed performance reports covering call/ticket volumes, issue types, resolution times, trends, and other relevant support metrics in accordance with applicable reporting requirements.
• Provide technical leadership, workload management, coaching, and quality oversight for service-desk personnel while maintaining a professional customer-service culture.
Required Qualifications
• Demonstrated experience leading an enterprise service desk, help desk, or deskside/user-support operation with formal ticketing and escalation processes.
• Strong troubleshooting knowledge across end-user hardware, Windows-based computing environments, common enterprise applications, accounts/access, peripherals, and connectivity issues.
• Experience managing SLAs, response/resolution targets, ticket backlogs, priority/escalation practices, support metrics, and trend reporting.
• Ability to translate technical information into clear, professional guidance for end users and to coordinate complex incidents with specialized technical teams.
• Experience using automated service-management/ticketing systems and producing operational reports for leadership review.
• Strong team leadership, customer-service, communication, coaching, and workload-management skills.
• Ability to support mission-driven operational hours and after-hours/on-call requirements when authorized and required by specific tasks.
• SECRET security clearance.
Desired Qualifications
• ITIL Foundation/Managing Professional, HDI, or comparable service-management certification.
• Experience leading service desk operations in an Army/DoD or other Federal Government environment.
• Experience with endpoint management, remote support, knowledge management, and service analytics/reporting tools.
• DoD 8140-aligned cybersecurity qualification where required by assigned cyberspace work.
Salary Range
$97k-$135K
The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.
Veterans are encouraged to apply
