SENIOR HELP DESK LEAD jobs in United States
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IGNITE ยท 9 hours ago

SENIOR HELP DESK LEAD

positionWashington, DC, DC 20001 US (Primary)
timeFull-time
remoteOnsite
senioritySenior Level, Lead/Staff
date10+ years exp

Ignite is an ISO 9001:2015 and CMMI Services Level 3 and Development Level 2 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. The Senior Help Desk Lead is responsible for overseeing day-to-day help desk operations in support of mission-critical government systems, managing ticket processes, and providing leadership to support staff.

Defense & Space
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Growth OpportunitiesbadNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

Responsibilities

Oversee and manage help desk operations, ensuring timely and effective resolution of user issues and service requests
Manage ticket triage, prioritization, escalation, and resolution processes in accordance with established SLAs and procedures
Lead and coordinate Tier II and Tier III support personnel, providing guidance, mentorship, and technical oversight
Monitor help desk performance metrics and trends, producing status reports and SLA compliance reports for program leadership and government stakeholders
Serve as the escalation point for complex or high-priority incidents, coordinating with engineering and cybersecurity teams as needed
Ensure help desk processes align with ITSM best practices and program governance requirements
Support continuous service improvement initiatives to enhance support efficiency and customer experience

Qualification

IT Service Management (ITSM)Tier IITier III supportLeadershipSLA reportingHDI Support Center ManagerITIL FoundationCustomer service skillsExperience in secure environmentsCommunication skills

Required

Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field
Minimum of 10+ years of experience supporting or managing IT service desk operations, including Tier II and Tier III support
Demonstrated experience with IT Service Management (ITSM) tools, ticket metrics, and SLA reporting
Strong leadership, communication, and customer service skills
Experience supporting users in secure or cleared environments

Preferred

HDI Support Center Manager
ITIL Foundation or higher
Other relevant service management certifications

Company

IGNITE

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Ignite, a Service-Disabled, Veteran-Owned, Small Business (SDVOSB) headquartered in Huntsville, AL, is ISO 9001:2015 certified and appraised at CMMI Services Level 3 and CMMI Development Level 2.
dateFounded in 2001
location
Huntsville, AL, US
people-size201-500 employees
web-link
https://igniteimpossible.com/

Funding

Current Stage
Growth Stage

Leadership Team

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Stephen Mitchell
Chief Information Officer
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Company data provided by crunchbase