Job Requirements
Newington, VA
Top Secret/SCI Polygraph Unspecified
Career Level not specified
$130,000 - $150,000
Job Description
Zachary Piper Solutions is seeking a Service Desk Lead to support a long-term government technology program focused on secure and reliable IT service desk operations. The Service Desk Lead role is ideal for an experienced technical support professional with leadership experience, strong customer service skills, and a background supporting mission-critical government environments. This position will be onsite in Newington, VA and requires a TS/SCI clearance!
Responsibilities of the Service Desk Lead:
• Lead, mentor, and manage a team of Service Desk technicians supporting daily operations.
• Manage Service Desk personnel schedules and workload distribution.
• Review, prioritize, and oversee customer incident and service request tickets.
• Coordinate with technical teams and functional work centers to resolve issues efficiently.
• Monitor service desk performance and ensure adherence to service standards and SLAs.
• Escalate complex technical issues when required and drive resolution efforts.
• Prepare operational reports, service metrics, status updates, and leadership briefings.
• Maintain accurate documentation and reporting of incidents, requests, and operational activities.
• Ensure customers receive timely, effective, and high-quality support.
• Support a fast-paced, mission-focused environment while maintaining operational excellence.
Qualifications of the Service Desk Lead:
• Active TS/SCI clearance required.
• 5+ years of IT support, Service Desk, or related technical experience.
• Previous experience leading or supervising technical support teams preferred.
• CompTIA Security+ certification required.
• ITIL Foundation certification required.
• Strong communication and customer service skills.
• Excellent documentation, reporting, and briefing capabilities.
• Proven troubleshooting and problem-solving experience.
• Experience working in collaborative team environments.
• Technical degree, formal technical training, or relevant industry certifications.
• Experience supporting government or DoD environments preferred.
• Cisco Certified Network Associate (CCNA) certification preferred.
Compensation for the Service Desk Lead includes:
• Salary range: $130,000 - $150,000
• Comprehensive benefits package including medical, dental, vision, 401(k), and PTO
This job opens for applications on 09/03/2026. Applications for this job will be accepted for at least 30 days from the posting date.
#LI-MM1 #LI-ONSITE
Keywords:
Service Desk Lead, Service Desk Manager, Help Desk Manager, Help Desk Supervisor, Technical Support Lead, Technical Support Manager, TS/SCI, Security+, ITIL Foundation, ITIL, Government IT, DoD, Department of Defense, Service Desk Operations, Incident Management, Ticket Management, Customer Support, Technical Operations, Team Leadership, IT Support, Desktop Support, Operational Reporting, Leadership Briefings, CCNA, Network Support, Government Clearance Jobs, Mission Critical Support, Service Management, Secure Environment, Technical Team Lead, IT Operations Manager, Clearance Jobs, Federal IT Support
Responsibilities of the Service Desk Lead:
• Lead, mentor, and manage a team of Service Desk technicians supporting daily operations.
• Manage Service Desk personnel schedules and workload distribution.
• Review, prioritize, and oversee customer incident and service request tickets.
• Coordinate with technical teams and functional work centers to resolve issues efficiently.
• Monitor service desk performance and ensure adherence to service standards and SLAs.
• Escalate complex technical issues when required and drive resolution efforts.
• Prepare operational reports, service metrics, status updates, and leadership briefings.
• Maintain accurate documentation and reporting of incidents, requests, and operational activities.
• Ensure customers receive timely, effective, and high-quality support.
• Support a fast-paced, mission-focused environment while maintaining operational excellence.
Qualifications of the Service Desk Lead:
• Active TS/SCI clearance required.
• 5+ years of IT support, Service Desk, or related technical experience.
• Previous experience leading or supervising technical support teams preferred.
• CompTIA Security+ certification required.
• ITIL Foundation certification required.
• Strong communication and customer service skills.
• Excellent documentation, reporting, and briefing capabilities.
• Proven troubleshooting and problem-solving experience.
• Experience working in collaborative team environments.
• Technical degree, formal technical training, or relevant industry certifications.
• Experience supporting government or DoD environments preferred.
• Cisco Certified Network Associate (CCNA) certification preferred.
Compensation for the Service Desk Lead includes:
• Salary range: $130,000 - $150,000
• Comprehensive benefits package including medical, dental, vision, 401(k), and PTO
This job opens for applications on 09/03/2026. Applications for this job will be accepted for at least 30 days from the posting date.
#LI-MM1 #LI-ONSITE
Keywords:
Service Desk Lead, Service Desk Manager, Help Desk Manager, Help Desk Supervisor, Technical Support Lead, Technical Support Manager, TS/SCI, Security+, ITIL Foundation, ITIL, Government IT, DoD, Department of Defense, Service Desk Operations, Incident Management, Ticket Management, Customer Support, Technical Operations, Team Leadership, IT Support, Desktop Support, Operational Reporting, Leadership Briefings, CCNA, Network Support, Government Clearance Jobs, Mission Critical Support, Service Management, Secure Environment, Technical Team Lead, IT Operations Manager, Clearance Jobs, Federal IT Support
group id: 10430981
