Help Desk Lead with Security Clearance

The Help Desk Lead is responsible for managing Tier I, II, and III service desk operations, ensuring efficient and timely support to over 3,200 end-users. This position oversees a team of technicians delivering phone, email, on‑site, and advanced hardware/software support. The Help Desk Lead also coordinates asset management, monitors service desk performance, and implements industry best practices to maintain high levels of customer satisfaction. The role requires strong leadership to guide technical teams, enforce service level agreements, and manage escalations. Additionally, the Help Desk Lead ensures quality assurance through customer feedback monitoring, ticket reviews, and continuous process improvement. The position requires being onsite at the Fairchild Building in Washington, DC, five days a week and involves regular interaction with senior Government officials.

Requirements

Bachelor’s degree in IT, Business, or related field.

5–8 years of IT experience with increasing responsibilities; 3–5 years supervisory experience.

ITIL v4 certification; technical certifications such as A+, MCSE, or HDI.

Proficiency with ServiceNow and ITSM best practices.

Strong knowledge of QA processes, customer satisfaction tracking, and complaint resolution.

Excellent written and verbal communication skills; proven ability to manage staff and subcontractors.

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Information Technology; Industries: IT Services and IT Consulting

Location: Washington, DC – Fairchild Building (on‑site required)

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