Location: Alexandria, VA Clearance: Secret Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt, effective support to end users. This role supervises Service Desk staff, manages workload and training, and ensures incident and service request resolution through ITIL-based practices. Responsibilities • Direct daily Service Desk operations and ensure SLAs are achieved. • Manage incident, problem, and request fulfillment using ServiceNow. • Supervise technical personnel: scheduling, training, coaching, performance management. • Maintain/update knowledge bases and SOPs. • Conduct customer satisfaction reporting. Minimum Requirements • Bachelor’s degree in computer science, information systems, information technology, or business. • 9+ years helpdesk/desktop support. • 3+ years managing technical staff. • 2+ years ServiceNow and Microsoft 365 in production. • Tier II Service Desk Equivalent certification. • Active Secret clearance. Tools & Platforms ServiceNow ITSM, Microsoft 365 (Teams, Exchange, SharePoint), Intune/SCCM, Active Directory/Azure AD, remote support tools, VoIP/softphones. Core Competencies Customer service orientation, incident/problem management, technical team leadership, ITIL-based process improvement, collaboration expertise.