Service Desk Lead
ASM Research•Lorton, VA
•Onsite
About The Position
The Help Desk Lead oversees the daily operations of the internal IT Help Desk, ensuring timely, high-quality technical support for employees. This role combines hands-on troubleshooting with team leadership — supervising help desk analysts, managing ticket workflows, and driving continuous improvement in service delivery.
Requirements
- Bachelors Degree, or Associate degree +2 years relevant experience, or 4 years relevant experience.
- Secret Security Clearance
- 4-7 years of experience.
- Experience with ticketing systems and ITSM best practices.
- Excellent troubleshooting skills across hardware, software, and network-level issues.
- Strong written and verbal communication skills; ability to explain technical issues to non-technical staff.
- Demonstrated ability to lead, coach, and motivate a team.
Nice To Haves
- ITIL Foundation certification.
- CompTIA A+, Network+, or Security+ certification.
- Familiarity with scripting/automation for routine tasks (PowerShell, etc.).
Responsibilities
- Supervise, schedule, and mentor Help Desk Analysts/Technicians, providing coaching and performance feedback.
- Serve as the escalation point for complex technical issues that front-line staff cannot resolve.
- Monitor ticket queues to ensure SLAs are met; reassign or prioritize tickets as needed.
- Develop, document, and enforce Help Desk policies, procedures, and knowledge base articles.
- Track and report on key metrics (ticket volume, resolution time, CSAT, first-call resolution).
- Monitor and support Tier 0 (self-service/chatbot) deflection effectiveness for internal users.
- Coordinate shift handoff with both the day shift lead/manager and the overnight/weekend team to maintain continuous ticket ownership across shift transitions.
- Manage onboarding/offboarding IT processes (account provisioning, equipment setup, access requests).
- Coordinate with other IT teams (Network, Security, Systems) on incident and problem management.
- Identify recurring issues and drive root-cause analysis and permanent fixes.
- Administer and support ticketing systems (e.g., ServiceNow, Jira Service Management, Zendesk).
- Assist in training new hires on tools, systems, and support standards.
- Participate in IT projects (system rollouts, software deployments, hardware refreshes).
- Ensure compliance with security policies (password resets, access control, data handling).
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
