Help Desk Technical Lead (Senior Level III)

Responsibilities

Noblis is seeking a Senior Help Desk Technical Lead to support our customer in Chantilly VA.

The Senior Help Desk Technician (Lead) is responsible for overseeing the daily operations of the IT service desk, guiding a team of technicians to ensure prompt, effective delivery of technical support to end-users across the organization. Acting as an operational anchor and an escalation point for complex technical issues, the lead monitors queue workflows, assigns incoming incidents, and manages the entire ticket lifecycle to ensure the team consistently meets established service level agreements (SLAs). The position balances hands-on high-level troubleshooting of hardware, software, and identity access systems with administrative oversight of the help desk environment. Operating within a structured service management framework, the lead analyzes performance metrics, ticket trends, and system logs to identify recurring technical issues and implement proactive, systemic solutions. The individual is responsible for establishing standard operating procedures, maintaining an internal technical knowledge base, and designing training materials to continuously improve team efficiency and first-contact resolution rates. Collaborating closely with IT managers, infrastructure engineers, and vendor support, this role coordinates incident response for critical service disruptions while providing vital mentorship, performance feedback, and technical direction to support personnel.

Job Responsibilities:

• Oversees the daily operations of the IT service desk, monitors queue workflows, assigns incoming incidents, and manages the entire ticket lifecycle to ensure the team consistently meets established service level agreements (SLAs).
• Guides a team of help desk technicians, provides mentorship, delivers performance feedback, and offers technical direction to support personnel to ensure prompt, effective delivery of technical support across the organization.
• Serves as the primary escalation point for complex technical issues, performing hands-on high-level troubleshooting of hardware, software, and identity access systems that exceed standard Tier 1 resolution capabilities.
• Analyzes performance metrics, ticket trends, and system logs within a structured service management framework to identify recurring technical issues and implement proactive, systemic solutions that reduce incident volume.
• Establishes, documents, and maintains standard operating procedures for the help desk environment, ensuring consistent service delivery and repeatable resolution processes across the team.
• Maintains an internal technical knowledge base, curating troubleshooting guides, resolution articles, and reference documentation to accelerate ticket resolution and improve first-contact resolution rates.
• Designs and delivers training materials to continuously improve team efficiency, technical competency, and first-contact resolution rates across all support tiers.
• Collaborates closely with IT managers, infrastructure engineers, and vendor support to coordinate incident response for critical service disruptions, ensuring timely communication and resolution.
• Balances hands-on technical support with administrative oversight of the help desk environment, including scheduling, resource allocation, and workload distribution across the team.
• Identifies opportunities to improve service desk processes, tools, and workflows, implementing systemic solutions that enhance overall team performance and end-user satisfaction.

Required Qualifications

• US Citizenship is required
• Active Top Secret (TS) clearance with eligibility for Sensitive Compartmented Information (SCI) and ability to obtain a Counterintelligence (CI) Polygraph.
• Bachelor's degree in Information Technology, Computer Science, or a related field with Minimum of 8 years, or Associate's degree with Minimum of 10 years of progressive experience in IT support, help desk operations, or service desk management. Equivalent applicable experience may be considered in lieu of a degree.
• Minimum of 4 years of experience in a lead or supervisory capacity overseeing help desk or service desk teams, including queue management, SLA monitoring, ticket lifecycle management, and team performance oversight.
• Current CompTIA Security+ certification (or ability to obtain within 2 months of hire).
• Strong troubleshooting skills for hardware, software, network, and identity access management issues across enterprise environments, with demonstrated ability to resolve complex escalated incidents.
• Experience operating within a structured IT Service Management framework (such as ITIL), including incident management, problem management, and service request fulfillment processes.
• Demonstrated experience establishing and maintaining internal technical knowledge bases, standard operating procedures, and service desk documentation.
• Excellent interpersonal and communication skills with the ability to provide clear technical direction, deliver performance feedback, and coordinate across IT managers, infrastructure engineers, and vendor support teams.
• Strong self-organization skills with the ability to balance hands-on technical support with administrative oversight, prioritize competing demands, and adapt to changing operational requirements.

Desired Qualifications

• Active TS/SCI with CI Polygraph
• ITIL Foundation certification or higher (ITIL v4 preferred).
• CompTIA A+, Network+, or additional technical certifications beyond Security+.
• Experience with ITSM platforms (such as ServiceNow, Remedy, or equivalent ticketing systems).
• Experience working with classified networks (such as NIPRNet, SIPRNet, or JWICS) in a DoD or federal government environment.
• Familiarity with Federal Government policies, directives, and cybersecurity frameworks.
• Experience managing service desk operations supporting 500 or more end-users.
• Background in designing and delivering technical training programs for help desk personnel.
• Experience coordinating vendor support relationships and managing third-party escalation processes.

Overview

Overview

Noblis and our wholly owned subsidiaries, Noblis ESI and Noblis MSD, take on some of the nation's toughest challenges, delivering advanced solutions to our customers' most critical missions. We bring together leading scientific, engineering, and management expertise in a culture grounded in objectivity and collaboration, ensuring our work creates lasting impact across federal missions.

We work with a broad range of government agencies in the defense, intelligence, and federal civilian sectors. Learn more and find opportunities at careers.noblis.org

Why Work at Noblis

At Noblis, we share a passion for excellence and innovation, and we create an environment where people can do meaningful work while maintaining the balance that keeps them energized and fulfilled. We seek out individuals with a natural curiosity and desire to collaborate and learn. We believe our people are our greatest strength, and we consistently seek exceptionally skilled, mission-driven professionals who care deeply about doing work that enriches lives and makes our nation safer.

Noblis has earned numerous workplace awards for our culture, our commitment to employee well-being, and our dedication to meaningful, impactful work. We also maintain a drug-free workplace.

Remote/hybrid status is subject to change based on Noblis and/or government requirements.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, sex, age, national origin, religion, physical or mental disability, pregnancy/childbirth and related medical conditions, veteran or military status, or any other characteristics protected by applicable federal, state, or local law.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us .

EEO is the Law | E-Verify | Right to Work

Total Rewards

At Noblis we recognize and reward your contributions, provide you with growth opportunities, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category. We encourage you to learn more about our total benefits by visiting the Benefits page on our Careers site.

Compensation at Noblis is determined by various factors, including but not limited to, the combination of education, certifications, knowledge, skills, competencies, and experience, internal and external equity, location, clearance level, as well as contract-specific affordability, organizational requirements and applicable employment laws. The projected compensation range for this position is based on full time status. For part time or on-call staff, compensation is proportionately adjusted based on hours worked. While monetary compensation is important, it's just one component of Noblis' total compensation package.

Posted Salary Range

USD $146,200.00 - USD $228,400.00 /Yr.