Service Desk Lead

Job Title: Service Desk Lead

Location: 4800 Mark Center Drive, Alexandria, VA, 22350. 

Clearance: Secret Security Clearance

Citizenship: US Citizenship Required 

*Pending Contract Award*

AttainX, Inc. is a leading company committed to delivering cutting-edge solutions.  We are seeking a highly skilled and experienced Service Desk Lead to join our dynamic team. This role is crucial to ensuring the security and compliance of our software development processes.  If you have a demonstrated and advanced background in helpdesk/desktop support roles and have the Information Technology Information Library (ITIL) v3 or later certification and an active Secret clearance, we encourage you to apply.

Minimum Required Qualifications:

• Bachelor’s degree from an accredited university in computer science, information systems, business administration, or information technology 
• 9 years’ experience in helpdesk/desktop support roles to include incident management, problem management, service request fulfillment, remote troubleshooting, hardware and software support, and customer service. 
• 3 years’ experience managing technical personnel, including performance management, training, scheduling, workload assignment, coaching, and conflict resolution 
• 2 years’ experience with ServiceNow platform and M365 products in a production environment, with configuration and leveraging experience for ServiceNow Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online. 
• Must have excellent oral and written communication skills, with the ability to work with high level executive and federal government management.
• Demonstrated ability to meet deadlines and perform under pressure.
• Must have at least one IAT Level I — Approved Baseline Certifications (DoD 8570.01-M):
  1. CompTIA A+ CE
  2. CompTIA Network+ CE
  3. CompTIA Security+
  4. Cisco Certified Network Associate Security (CCNA-Security)
  5. EC-Council Certified Network Defender (CND)
  6. (ISC)² SSCP – Systems Security Certified Practitioner
• Service Desk Equivalent Certification Highly preferred.
  1. Microsoft Certified Windows Client
  2. ITIL Foundation Certification
• Information Technology Information Library (ITIL) v3 or later certification highly preferred.
• U.S. Citizen with an active Secret security clearance. TS with SCI Eligibility preferred.

Duties:

• Oversee Daily Service Desk Operations
   Manage the Service Desk as the single point of contact (SPOC) for all IT Incidents and Service Requests, ensuring 24/7 operational coverage (excluding recognized holidays).
• Tier 1 Support Supervision
   Ensure prompt Tier 1 assistance is delivered within 45 seconds of request via phone, email, or on-site. Monitor performance and manage escalation to Tier 2 or Tier 3 support when necessary.
• Team Leadership and Staff Development
   Supervise and train Service Desk staff to provide expert support for DoD OIG’s computing infrastructure across NIPRNet, SIPRNet, and JWICS networks.
• Incident Management and Resolution
   Direct the end-to-end process for logging, tracking, escalating, resolving, and closing all service desk incidents and requests, ensuring alignment with established SLAs.
• Performance Reporting
   Prepare and deliver monthly reports highlighting the top 10 recurring incidents and other service metrics to DoD OIG management.
• Survey Management and Analysis
   Develop and manage user satisfaction survey methodologies. Oversee the execution of:
• Quarterly End-User Satisfaction Surveys
• Quarterly Key IT Stakeholder Surveys
• Ongoing Service Desk Customer Satisfaction Surveys
   Consolidate and report survey results monthly.
• Support for Voice, Video, and Mobile Services
   Provide Tier 1 and Tier 2 administrative support for voice, video, and mobile device management tasks, including troubleshooting and service request fulfillment.
• User Account and Directory Administration
   Manage user account lifecycle tasks (e.g., setup, resets, deleti