Service Desk Technical Lead

Edgewater Federal Solutions•La Canada Flintridge, CA

13h•Onsite

About The Position

The Service Desk Technical Lead will support an IT program at an aeronautics scientific laboratory. This position is responsible for acting as a routine contact point through receiving and handling requests for support and responding to a broad range of service requests for support.

Requirements

Associate’s degree + 2 years of experience in related field. In lieu of a degree, 5 total years of equivalent experience is required.
Two years of PC support, diagnostic/troubleshooting, & repair experience is required.
U.S. citizenship is required per Contract to obtain and maintain a Security Clearance, with the ability to obtain and maintain a Top Secret clearance.
Must have a working knowledge of PC operations which include Hardware, network settings, operating system, & MS Office applications.
Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
Ability to type 50 WPM.

Nice To Haves

Prior NASA experience.
Experience with government contracting firms supporting the Federal Government.
Experience and comfort running large meetings.
Experience with preparing presentations.

Responsibilities

Exercise independent judgment and technical expertise to prioritize, oversee, and improve Service Desk operations in alignment with program requirements and performance standards.
Analyze ticket trends, service metrics, workload, and operational data to identify risks, recommend improvements, and enhance service quality.
Serve as a technical lead and Subject Matter Expert for Service Desk processes, supported systems, applications, hardware, and complex technical issues.
Guide resolution of aged, complex, or high-impact tickets; determine escalation paths; and coordinate with specialized IT teams as needed.
Lead or support implementation of Service Desk solutions, process improvements, documentation, security controls, and business continuity practices.
Monitor front-line service channels, ticket activity, and customer communications to assess service impacts and recommend operational adjustments.
Mentor Tier I and Tier II technicians through technical coaching, troubleshooting guidance, training support, and knowledge sharing.
Collaborate with management to identify training needs, improve technician readiness, and strengthen team performance.
Maintain accurate procedures, ticket documentation, knowledge base content, and service records across applicable systems.
Collaborate with internal and external service provider teams to improve coordination, service delivery, and customer outcomes.
Lead or participate in projects, service enhancements, and continuous improvement initiatives as assigned.
Perform other duties as assigned.