Enterprise Service Desk Lead

Astrion•Huntsville, AL

1d•Onsite

About The Position

Astrion has an exciting opportunity for an Enterprise Service Desk Lead to support enterprise IT operations and end-user support services at our Huntsville, AL location. This onsite position requires a technically skilled and customer-focused professional capable of leading daily service desk activities, mentoring junior support personnel, and supporting enterprise infrastructure, cybersecurity, and end-user computing operations.

Requirements

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field with 5+ years of relevant IT experience OR Associate degree with 8+ years of related experience
Minimum of 3 years of experience in a Service Desk Lead, Help Desk Supervisor, or senior IT support role
Current relevant IT Industry certification(s) that meet DoD 8140 requirements (CompTIA Security+, Cloud+, Microsoft, Cisco, or equivalent preferred)
Strong understanding of Windows 11 environments, Microsoft Office 365, Azure Gov, and enterprise IT support operations
Experience with Microsoft Defender, Intune, Remote Support tools, and Microsoft Entra ID
Ability to diagnose and resolve advanced technical issues involving workstations, mobile devices, VPN connectivity, MFA, and enterprise applications
Experience managing and prioritizing Help Desk tickets in a fast-paced enterprise environment
Excellent customer service, communication, and leadership skills
Ability to work collaboratively with infrastructure, cybersecurity, and compliance teams
Strong organizational skills with the ability to manage multiple priorities and escalations
Active Secret security clearance required

Nice To Haves

Experience with ManageEngine ServiceDesk Plus/Pro and BeyondTrust Remote Support
Experience supporting hybrid cloud environments including Microsoft Azure or AWS
Background in Windows Server and Linux (RHEL preferred) administration
Experience with enterprise network administration and troubleshooting
Experience with IT asset management and configuration management processes
Prior experience supporting cybersecurity compliance audits and documentation collection
Experience mentoring junior IT support staff or coordinating service desk operations

Responsibilities

Lead daily Enterprise Service Desk operations and ensure timely resolution of end-user support requests
Provide technical support for hardware, software, mobile devices, and enterprise applications
Manage and prioritize Help Desk tickets while maintaining excellent customer service standards
Support workstation setup and provisioning including operating system installation, updates, and Azure enrollment
Configure, maintain, and troubleshoot company laptop/desktop systems and related IT peripherals
Support user account administration including password resets, MFA enrollment, and Office 365 account management
Assist users with VPN connectivity, remote access, and enterprise collaboration tools
Provide onboarding support for new employees including workstation setup and initial credential distribution
Troubleshoot hardware, software, printer, and connectivity issues
Support enterprise asset management and configuration management processes
Coordinate with Cyber Operations teams to assist with malware remediation, endpoint investigations, and cybersecurity incident response activities
Collaborate with the Enterprise IT Service team to communicate end-user requirements and support infrastructure upgrades
Assist Cybersecurity Compliance teams with audits, evidence collection, and policy compliance activities
Mentor and guide junior service desk personnel and assist with knowledge-sharing initiatives
Document technical procedures, troubleshooting steps, and recurring support solutions
Position requires Monday through Friday onsite support at the Huntsville, AL office