Lead Senior Service Desk Engineer - PAE Fires IT Support Services
On-siteHuntsville, Alabama, United States
Job Summary
Manage end-user support operations for 3,500 customers by reducing downtime and modeling professionalism as the primary face of IT. Configure and optimize ServiceNow workflows, assignment rules, and escalation paths to maximize efficiency, while building dashboards that track ticket volumes, resolution times, and SLA compliance. Analyze support trends to identify root causes, partnering with Network, Systems, and Development teams to fix problems permanently. Build a team culture focused on first-contact resolution through training and knowledge base development, and design contingency plans for surge periods during software rollouts or system migrations. Provide after-hours and executive coverage to ensure mission-critical issues are addressed immediately. Lead hardware and software deployments by coordinating with Systems, Network, and Cybersecurity teams on imaging standards and endpoint security. Train users proactively on self-service tools to reduce ticket volume and empower the workforce.
Required Qualifications
- IT service desk/help desk management in DoD or federal environments supporting 1,000+ users
- Hands-on experience administering and configuring ServiceNow ITSM modules (Incident, Request, Problem, Change, Knowledge Management)
- Demonstrated ability to build and maintain ServiceNow dashboards, reports, and Performance Analytics visualizations to track service desk KPIs and SLA compliance
- Performance metrics development, SLA management, and trend analysis
- Desktop support including hardware troubleshooting, imaging, and software installation
- Knowledge of Army/DoD standard applications and systems
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent combination of education and experience)
- ITIL 4 Foundation (or ITIL v3 Foundation)
- IAT II per DoDM 8140.03 (e.g., Security+ CE)
- 7+ years in IT service desk/end-user support, with at least 3 years in a supervisory/lead role managing mid-size support teams
- On-site (embedded within the OCIO)
- CONUS travel may be required
- Minimum Security Clearance Required: SECRET
Desired Qualifications
- Prior experience supporting PAE Fires, PEO Missiles and Space, or Redstone Arsenal end users
- Experience with Army 365, Power Platform, VDI/thin client environments
- Knowledge of MECM/SCCM for endpoint management
- Experience with ServiceNow Virtual Agent, chatbot configurations, or self-service portal customization
- Master's degree in relevant field
- ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS-ITSM); HDI Support Center Manager; ITIL 4 Managing Professional
- 10+ years; experience managing service desks supporting 3,000+ users with ServiceNow as the primary platform
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.