Service Desk Lead

T and T Consulting Services Inc • Brunswick, GA

4h

About The Position

This prospective contract opportunity supports the Federal Law Enforcement Training Centers (FLETC) mission by providing enterprise-wide Information Technology Delivery and Operations Support Services (IT DOSS). The effort encompasses a broad range of IT services required to sustain, secure, and modernize FLETC’s training and operational environments across its headquarters and training delivery points. Services span application support, server and data center operations, network and transport infrastructure, cybersecurity and operations center monitoring, IT service management, end-user computing, audiovisual and collaboration technologies, database and storage administration, and program management support. The project emphasizes reliable day-to-day operations, rapid incident response to protect training continuity, and continual service improvement aligned with ITIL-based service management practices, while supporting evolving mission needs through scalable and integrated IT solutions.

Requirements

• Minimum 5 years of detailed Help Desk / Service Desk experience.
• Minimum 5 years of IT experience that includes operational, support, and management services.
• Experience implementing ITIL-based methods in a live service desk environment, including consistent incident and request workflows.
• Experience using an industry-recognized service desk ticket management platform, with Ivanti HEAT explicitly relevant.
• Ability to provide end-user instructions clearly in non-technical terms, while maintaining the discipline needed for accurate ticket documentation and escalation.
• Demonstrated ability to supervise staff, prioritize workload, and maintain service quality during high-volume operational periods.
• Bachelor’s degree or equivalent experience in Information Systems, Computer Science, or Computer Engineering.
• Minimum 5 years detailed Help Desk / Service Desk experience plus 5 years IT operational/support/management experience

Nice To Haves

• Experience supporting service desk operations that include a mix of remote support and walk-in customers.
• Experience supporting training-mission environments where outages can immediately impact scheduled instruction and mission tempo.
• Familiarity with knowledge management practices and writing knowledge articles that reduce repeat tickets and improve consistency.
• HDI, ITIL, and Project Management certifications are preferred.

Responsibilities

• Lead daily operations of a centralized ticket-based help desk, ensuring consistent handling of incidents and service requests through the enterprise ticketing platform.
• Enforce documentation quality standards, ensuring tickets are fully documented, properly categorized, and closed with clear resolution details to support analytics and knowledge reuse.
• Provide leadership for walk-in and front desk support operations that include issuing equipment and supporting users who require in-person assistance.
• Drive first-contact resolution practices through effective triage, guided troubleshooting, and clear non-technical end-user communication.
• Coordinate escalation paths to Tier 2 and Tier 3 teams for complex issues involving endpoints, mobile devices, printers, conferencing systems, applications, or infrastructure services.
• Support workspace services coordination, including rapid response to training-impacting incidents, proactive classroom technology checks, and operational continuity support.
• Support mobile device support workflows, including device configuration and deployment, app install assistance, ticket documentation, and inventory and asset management coordination.
• Support printing and network printer service workflows by coordinating incident and request handling for connectivity, print server dependencies, and supply-related issues.
• Track ticket trends to identify recurring problems and partner with ITSM and engineering teams to reduce incident recurrence through process and technical improvements.

Benefits

• Competitive benefits package including health, dental, vision, life insurance coverage, 401(k) plan, training programs, accrued paid time off (PTO), performance based monthly & quarterly awards, paid holidays and customer kudo rewards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees