Service Desk Lead

Indigo IT • Huntsville, AL

1d • Onsite

About The Position

The Service Desk Lead shall oversee Tier I/II service desk operations supporting a major IT services contract for the U.S. Army. The lead shall ensure timely resolution of incidents, service requests, and customer support activities while maintaining operational performance metrics and user satisfaction.

Requirements

• 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.
• Active Secret clearance required.

Nice To Haves

• Security+ CE preferred

Responsibilities

• Manage daily service desk operations and personnel.
• Oversee incident management, request fulfillment, escalation, and problem resolution processes.
• Ensure compliance with SLAs and customer support metrics.
• Coordinate support for desktop systems, mobile devices, software applications, and collaboration tools.
• Maintain operational readiness for 24/7 mission support requirements.
• Develop and maintain SOPs, knowledge articles, and service desk documentation.
• Track performance trends and implement process improvements.
• Coordinate customer communication and outage notifications.
• Ensure service desk ticketing systems and workflows are properly maintained.

Benefits

• Medical, Dental, and Vision coverage options.
• 401(k) with company match
• Group life and disability
• Flex Spending Accounts (FSA)
• Paid Time Off (PTO)
• Paid holidays
• Education assistance
• In house training programs for employees
• Bonuses and recognition for publishing, speaking, and innovative thought leadership in our industry.

What This Job Offers

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