Helpdesk Lead

Spatial Front • Arlington, VA

17d • Hybrid

About The Position

Spatial Front, Inc. (SFI), a two-time USAToday Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a Helpdesk Lead to join our team. The ideal candidate will be a Helpdesk Lead to manage and oversee helpdesk operations, ensuring high-quality technical support services for Federal Government program end users. The candidate will have strong leadership skills and experience managing IT support teams. As a valued member of the SFI team, you will play a critical role in delivering mission-critical capabilities to our Federal Government customers.

Requirements

• Bachelor's in Information Technology, Computer Science, or related field.
• 5 years of IT support, 3 years of leadership.
• Demonstrated expertise in: Team leadership, ITIL framework, incident management, escalation procedures, and customer service.
• Must be a U.S. Citizen.
• Must possess an active Secret security clearance or be able to obtain one.

Nice To Haves

• HDI Support Center Team Lead or ITIL Foundation certification.
• Experience leading helpdesk teams supporting DoD or federal agency programs.
• Familiarity with ITSM platforms such as ServiceNow or Remedy.
• Experience developing and implementing helpdesk SOPs and knowledge base content.

Responsibilities

• Lead and manage a team of helpdesk analysts, providing direction, coaching, and performance oversight.
• Monitor helpdesk performance metrics, including ticket volume, resolution times, and customer satisfaction.
• Develop and implement helpdesk processes, procedures, and knowledge management practices.
• Escalate and coordinate the resolution of complex technical issues with Tier 3 support teams.
• Produce helpdesk performance reports and briefings for program leadership.
• Manage helpdesk staffing schedules and ensure adequate coverage for support operations.
• Identify trends in support requests and recommend proactive measures to reduce ticket volume.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level