Service Desk Lead with Secret ClearanceVirtualVocations • Baltimore, Maryland, United States
Service Desk Lead with Secret Clearance
VirtualVocations • Baltimore, Maryland, United States
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A company is looking for a Service Desk Lead to oversee Tier 1-3 IT support operations for a secure defense program.
Key Responsibilities
Lead daily Tier 1-3 service desk operations, ensuring timely incident resolution and service request fulfillment
Manage service workflows and ticket prioritization to maintain SLA compliance and customer satisfaction
Serve as the primary escalation point for complex technical issues, coordinating with engineering and cybersecurity teams
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field
Minimum 7 years of experience in IT service delivery or technical support roles, including 3+ years in leadership
Proven experience leading Tier 1-3 help desk operations in federal or defense environments
Strong knowledge of IT service management frameworks and SLA-driven operations
Must hold an active Secret clearance
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Service Desk Lead • Baltimore, Maryland, United States
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