Zachary Piper Solutions is seeking a Service Desk Lead to support a long-term government technology program focused on secure and reliable IT service desk operations. The Service Desk Lead role is ideal for an experienced technical support professional with leadership experience, strong customer service skills, and a background supporting mission-critical government environments. This position will be onsite in Newington, VA and requires a TS/SCI clearance!

Responsibilities of the Service Desk Lead:

- Lead, mentor, and manage a team of Service Desk technicians supporting daily operations.

- Manage Service Desk personnel schedules and workload distribution.

- Review, prioritize, and oversee customer incident and service request tickets.

- Coordinate with technical teams and functional work centers to resolve issues efficiently.

- Monitor service desk performance and ensure adherence to service standards and SLAs.

- Escalate complex technical issues when required and drive resolution efforts.

- Prepare operational reports, service metrics, status updates, and leadership briefings.

- Maintain accurate documentation and reporting of incidents, requests, and operational activities.

- Ensure customers receive timely, effe

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