ValidaTek, Inc. · 2 months ago
Service Desk Team Lead
United States
Full-time
Remote
Senior Level
5+ years expValidaTek, Inc. is dedicated to modernizing and optimizing IT services for federal civilian and defense agencies. The Service Desk Team Lead is responsible for overseeing daily operations of the IT Service Desk, ensuring compliance with service level agreements, and providing guidance to Tier 1 and Tier 2 personnel while maintaining high-quality customer support services.
Information Technology & Services
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead daily Service Desk operations and support delivery for assigned shift
Serve as the primary escalation point for unresolved incidents and service requests from Tier 1 and Tier 2 staff
Monitor ticket queues and ensure adherence to SLAs for response, classification, escalation, and resolution
Assign and prioritize workloads across the shift team to maintain service continuity
Provide coaching, mentoring, and on-the-job training to Service Desk technicians
Track and coordinate Incident, Service Request, and Problem Management activities
Review shift activity logs and ensure accurate ticket documentation and closure
Prepare and deliver shift turnover reports to incoming leads and program leadership
Participate in and occasionally lead Incident Response conference bridges during outages or high-impact events
Collaborate with engineering, cybersecurity, communications, and field support teams to resolve escalated issues
Support onboarding and access provisioning activities for new CBP users and personnel transitions
Maintain and update knowledge base articles and operational documentation to improve consistency and efficiency
Qualification
Required
U.S. Citizenship required (per CBP security requirements)
Ability to obtain and maintain CBP Public Trust / Suitability clearance
5+ years of IT Service Desk or help desk experience, including experience performing Tier 2-level troubleshooting
1–2 years of experience in a lead, supervisory, or shift coordination role in a Service Desk or IT support environment
Proficiency with Microsoft Windows 10/11 support
Proficiency with Office 365 and common CBP desktop applications
Proficiency with Active Directory account and access administration
Proficiency with VPN and remote connectivity troubleshooting
Proficiency with Enterprise ticketing and ITIL-based service management practices
Strong written and verbal communication skills with the ability to interact with government stakeholders and senior leadership
Company
ValidaTek, Inc.
ValidaTek is a premier government IT consulting firm based in the Washington DC area that drives technology transformation and secures mission-critical systems for our federal partners.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Peter Shortsleeves, CPA, MBA, CPCM
Chief Financial Officer
Said Rachidi
Chief Operating Officer
Company data provided by crunchbase