Service Desk Lead

Aac • Quantico, VA

116d

About The Position

The MCRC Enterprise Service Desk (ESD) is the primary IT support arm for the MCRC G-6, providing Tier-1 customer service to the nationwide recruiting force from MCRC HQ in Quantico, VA. This position involves leading Tier-1 IT support operations and acting as the first point of contact for IT issues via various channels including Remedy, phone, email, chat, and walk-ins. The role requires providing support for accounts, mobile devices, laptops, VoIP, and conferencing systems, as well as managing the operation and maintenance of BMC Remedy ITSM modules.

Requirements

• Experience in enterprise Tier-1 IT support and service desk leadership.
• Familiarity with BMC Remedy ITSM.
• Strong troubleshooting, communication, and customer service skills.
• Meet DoD 8570 requirements (Security+, CND, GFACT, or GSEC).

Responsibilities

• Lead Tier-1 IT support operations and act as the first point of contact for IT issues via Remedy, phone, email, chat, and walk-ins.
• Provide account, mobile device, laptop, VoIP, and conferencing system support.
• Support MCRISS Legacy and Next systems, including PII/PHI-related tickets.
• Operate and maintain BMC Remedy ITSM modules (Incident, Change, Asset, Service Request, etc.).
• Escalate issues to Tier-2/3, MCCOG, or MCRISS Program Office.
• Manage imaging, deployment, and tracking of government laptops and assist with inventory/CMR reviews.
• Maintain SOPs, process improvements, and provide Remedy training as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed