Service Desk Lead
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Job Location:
Washington, AR - USA
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business headquartered in Vienna VA. Our people are our greatest asset and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts we deliver best-in-class expertise to solve complex technical problems.
Were looking for a talented Service Desk Lead to join our team in Washington DC. This position will support a complex government client and will provide oversight of daily Service Desk operations in a ServiceNow-driven this role you will lead frontline support staff manage ticket flow and escalations and help ensure timely high-quality end-user support in a secure Federal environment.
Work Location:
Onsite Work from one of our office locations.
Clearance:
Must be US citizen with the ability to obtain a Secret security clearance.
Primary Roles and Responsibilities:
- Lead daily Service Desk operations supporting phone email portal and walk-up requests
- Manage ticket queues assignment prioritization and escalation workflows
- Monitor SLA compliance for first response resolution and customer service metrics
- Supervise Tier 1 and Tier 2 support staff
- Coordinate support for incidents requests and recurring issue trends
- Support development and maintenance of SOPs and Knowledge Base Articles
- Assist with reporting dashboard review and service improvement recommendations
- Coordinate with leadership and technical teams on high-priority issues and outages
- Bachelors degree in Information Technology Computer Science or related field or equivalent experience
- 5 years of IT Service Desk or service delivery experience
- Experience leading or supervising support personnel
- Strong written verbal and customer service skills
- Ability to manage competing priorities in a fast-paced environment
- ServiceNow ITSM or comparable ticketing platforms
- Windows 11 Microsoft 365 remote support tools and account administration
- ITIL-aligned service delivery practices
- Ticket queue management escalation handling and incident coordination
- Support documentation SOP maintenance and knowledge article development
- Service metrics trend analysis and operational reporting
- ITIL v4 Foundation
- CompTIA A
- CompTIA Security or CySA
The Perks of Being on Our Team
ApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are:
- Employee Assistance Program
- 401K
- Medical/Dental/Vision Insurance
- Life/Short-Term Disability/Critical Illness/Accident Insurance
- 15 PTO Days
- 11 Federal Holidays
- Up to $5K towards continuing education and/or professional development
About Company
Government Contracting, Enterprise Cyber Security, Digital Transformation, Migration & Modernization, Complex Program Management
