Pivotal Point LLC
Service Desk Lead (Enterprise Service Desk)
Pivotal Point LLC, Falls Church, Virginia, United States, 22042
Job Type
Full-time
Description
Job Title: Service Desk Lead (Enterprise Service Desk)
Location: Onsite - Quantico, VA
Clearance Level: Secret (Minimum)
Employment Type: Full Time
Company:
Pivotal Point is an SBA Certified Service-Disabled Veteran-Owned Small Business (SDVOSB) and Economically Disadvantaged Woman-Owned Small Business (EDWOSB). Founded in 2008, Pivotal Point supports the Federal Government and Businesses with professional services in Program/Project Management; Critical Infrastructure Maintenance and Operations Support Services; Inside Plant Services; Network Engineering; Voice Over Internet Protocol (VoIP) Engineering; VoIP Maintenance and Operations Services; IT and Telecommunications Asset and Inventory Management; and Business Process Analysis and Consulting Services.
Position Overview:
Pivotal Point is seeking a Service Desk Lead to oversee the MCRC Enterprise Service Desk operations, ensuring Tier-1 IT support and customer service excellence for 6,000+ users across CONUS and OCONUS.
Requirements
Key Responsibilities:
- Lead and supervise help desk staff providing Tier-1 IT support.
- Manage ticketing workflows, escalation processes, and service level compliance.
- Ensure timely resolution of incidents, account requests, and troubleshooting.
- Monitor and report service desk performance metrics and customer satisfaction.
- Support updates to SOPs, knowledge bases, and training for staff.
Qualifications:
- DoD 8140/8570 Technical Support Specialist role (411).
- Required certifications: CompTIA Security+, CND, GFACT, or GSEC.
- 5+ years of IT support/help desk leadership experience.
- Strong customer service and communication skills.
- Experience with BMC Remedy or other enterprise ticketing systems preferred.
Full-time
Description
Job Title: Service Desk Lead (Enterprise Service Desk)
Location: Onsite - Quantico, VA
Clearance Level: Secret (Minimum)
Employment Type: Full Time
Company:
Pivotal Point is an SBA Certified Service-Disabled Veteran-Owned Small Business (SDVOSB) and Economically Disadvantaged Woman-Owned Small Business (EDWOSB). Founded in 2008, Pivotal Point supports the Federal Government and Businesses with professional services in Program/Project Management; Critical Infrastructure Maintenance and Operations Support Services; Inside Plant Services; Network Engineering; Voice Over Internet Protocol (VoIP) Engineering; VoIP Maintenance and Operations Services; IT and Telecommunications Asset and Inventory Management; and Business Process Analysis and Consulting Services.
Position Overview:
Pivotal Point is seeking a Service Desk Lead to oversee the MCRC Enterprise Service Desk operations, ensuring Tier-1 IT support and customer service excellence for 6,000+ users across CONUS and OCONUS.
Requirements
Key Responsibilities:
- Lead and supervise help desk staff providing Tier-1 IT support.
- Manage ticketing workflows, escalation processes, and service level compliance.
- Ensure timely resolution of incidents, account requests, and troubleshooting.
- Monitor and report service desk performance metrics and customer satisfaction.
- Support updates to SOPs, knowledge bases, and training for staff.
Qualifications:
- DoD 8140/8570 Technical Support Specialist role (411).
- Required certifications: CompTIA Security+, CND, GFACT, or GSEC.
- 5+ years of IT support/help desk leadership experience.
- Strong customer service and communication skills.
- Experience with BMC Remedy or other enterprise ticketing systems preferred.