Service Desk Lead at VENESCO, LLC

Arlington, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Dec, 25

Salary

0.0

Posted On

26 Sep, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, IT Support, Customer Service, Problem Solving, Communication, ITSM Tools, Incident Resolution, Team Development, Analytical Skills, Service Desk Processes, KPI Monitoring, SLA Compliance, Training Development, Documentation, IT Security Compliance, Stakeholder Communication

Industry

Defense and Space Manufacturing

Description

Description Labor Category: Service Desk Lead Location: Onsite/Hybrid (as required by customer) Clearance: Active SECRET (DoD/DCSA) required Citizenship: U.S. Citizenship required Overview The Service Desk Lead oversees day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of technical issues while providing outstanding customer service to end users. Responsibilities Manage IT Service Desk operations, including ticketing systems and response times. Lead, mentor, and support Service Desk staff. Develop and implement best practices for incident resolution and escalation. Monitor and report Service Desk metrics, KPIs, and SLA compliance. Communicate with end-users and stakeholders to ensure quality of service. Ensure compliance with IT security and federal information assurance requirements. Develop training, quick reference guides, and knowledge base documentation. Requirements Qualifications Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). 8+ years of IT support experience, with at least 3 years in a leadership role. Active SECRET clearance required. Proficiency in ITSM tools, Service Desk processes, and customer service management. Strong problem-solving and communication skills. Core Competencies Leadership and team development Strong analytical and problem-solving skills Excellent written and verbal communication Customer service and client engagement focus Ability to work in fast-paced, mission-driven environments Venesco LLC is a professional services firm supporting federal agencies through innovative solutions, expert program management, and highly skilled personnel. We are dedicated to delivering exceptional results that empower our clients to achieve their missions. We value collaboration, integrity, and excellence in all that we do. Join our team and contribute to impactful projects that shape the future of federal services.

Responsibilities

The Service Desk Lead oversees the day-to-day operations of the IT Service Desk, ensuring timely and effective resolution of technical issues while providing outstanding customer service to end users. Responsibilities include managing IT Service Desk operations, leading staff, developing best practices, and ensuring compliance with IT security requirements.