Service Desk Lead
On-site · Huntsville, Alabama, United States
Huntsville, Alabama, United StatesOn-siteContractSenior LevelBachelors DegreeUnknown
Type
Contract
Level
Senior Level
Education
Bachelors Degree
Company size
Unknown
Job Summary
Oversee Tier I/II service desk operations for a U.S. Army contract, ensuring incident management, request fulfillment, and customer support with 24/7 mission support; manage daily operations, adhere to SLAs and KPIs, develop and maintain SOPs and knowledge articles, coordinate customer communications and outage notifications, and ensure proper ticketing workflows and documentation for sustained operational readiness.
Required Qualifications
- Bachelor’s degree or equivalent experience
- Minimum 5 years of experience managing enterprise IT support operations
- Experience supporting large-scale DoD or enterprise service desk environments
- Strong troubleshooting and customer service skills
- Experience with ITSM/ticketing platforms
- Security+ CE preferred
- Active Secret clearance required
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