Service Desk Team Lead

American Systems•McLean, VA

2d•$100,000 - $126,000•Onsite

About The Position

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training. This role establishes and implements Tier 2 and Tier 3 support for all stakeholders of DLSA systems, services, and components. It involves providing user and help desk support Monday through Friday, 8:00 AM to 5:00 PM Central Time, and managing help tickets escalated from the AETC AIS Service Desk AASD for issues requiring deeper technical analysis and resolution. The position oversees and coordinates engineering and technical support activities across DLSA-supported systems, maintaining the stability, reliability, and high-performance operation of systems and services. The role supports a system of systems environment by leveraging both specialized technical expertise in specific technologies and broader general IT systems knowledge. It also leads or supports longer-term and strategic technical efforts, including the deployment of new capabilities and service improvements, ensuring service desk operations meet required service level agreements (SLAs). The Service Desk Team Lead serves as a key point of coordination for escalated technical issues requiring Tier 2 and Tier 3 intervention.

Requirements

Bachelor’s degree and minimum 5 years of experience
Active Secret Clearance
Experience managing or supporting Tier 2 and Tier 3 IT service desk operations.
Experience in engineering and technical support for enterprise IT systems.
Strong knowledge of general IT systems and support processes.
Ability to work in environments requiring both specialized system expertise and broad technical coordination.
Experience maintaining system stability, availability, and performance.
Experience supporting or implementing new technical capabilities in an operational environment.
Experience with ServiceNow IT ticketing system.

Responsibilities

Establish and implement Tier 2 and Tier 3 support for all stakeholders of DLSA systems, services, and components.
Provide user and help desk support Monday through Friday, 8:00 AM to 5:00 PM Central Time.
Receive and manage help tickets escalated from the AETC AIS Service Desk AASD for issues requiring deeper technical analysis and resolution.
Oversee and coordinate engineering and technical support activities across DLSA-supported systems.
Maintain the stability, reliability, and high-performance operation of systems and services.
Support a system of systems environment by leveraging both specialized technical expertise in specific technologies, and broader general IT systems knowledge.
Lead or support longer term and strategic technical efforts, including deployment of new capabilities and service improvements.
Ensure service desk operations meet required service level agreements SLAs.
Serve as a key point of coordination for escalated technical issues requiring Tier 2 and Tier 3 intervention.