T and T Consulting Services, Inc. ยท 14 hours ago
Service Desk Lead
DHS FLETC, Brunswick, GA, US
Full-time
Onsite
Senior Level
5+ years expT and T Consulting Services, Inc. is seeking a Service Desk Lead to support the Federal Law Enforcement Training Centers' mission by providing enterprise-wide IT Delivery and Operations Support Services. The role involves leading daily operations of a help desk, ensuring effective incident management, and supporting workspace services to enhance operational continuity.
ConsultingInformation TechnologySoftware
Responsibilities
Lead daily operations of a centralized ticket-based help desk, ensuring consistent handling of incidents and service requests through the enterprise ticketing platform
Enforce documentation quality standards, ensuring tickets are fully documented, properly categorized, and closed with clear resolution details to support analytics and knowledge reuse
Provide leadership for walk-in and front desk support operations that include issuing equipment and supporting users who require in-person assistance
Drive first-contact resolution practices through effective triage, guided troubleshooting, and clear non-technical end-user communication
Coordinate escalation paths to Tier 2 and Tier 3 teams for complex issues involving endpoints, mobile devices, printers, conferencing systems, applications, or infrastructure services
Support workspace services coordination, including rapid response to training-impacting incidents, proactive classroom technology checks, and operational continuity support
Support mobile device support workflows, including device configuration and deployment, app install assistance, ticket documentation, and inventory and asset management coordination
Support printing and network printer service workflows by coordinating incident and request handling for connectivity, print server dependencies, and supply-related issues
Track ticket trends to identify recurring problems and partner with ITSM and engineering teams to reduce incident recurrence through process and technical improvements
Qualification
Required
Minimum 5 years of detailed Help Desk / Service Desk experience
Minimum 5 years of IT experience that includes operational, support, and management services
Experience implementing ITIL-based methods in a live service desk environment, including consistent incident and request workflows
Experience using an industry-recognized service desk ticket management platform, with Ivanti HEAT explicitly relevant
Ability to provide end-user instructions clearly in non-technical terms, while maintaining the discipline needed for accurate ticket documentation and escalation
Demonstrated ability to supervise staff, prioritize workload, and maintain service quality during high-volume operational periods
Bachelor's degree or equivalent experience in Information Systems, Computer Science, or Computer Engineering
Minimum 5 years detailed Help Desk / Service Desk experience plus 5 years IT operational/support/management experience
Preferred
Experience supporting service desk operations that include a mix of remote support and walk-in customers
Experience supporting training-mission environments where outages can immediately impact scheduled instruction and mission tempo
Familiarity with knowledge management practices and writing knowledge articles that reduce repeat tickets and improve consistency
HDI, ITIL, and Project Management certifications are preferred
Benefits
Health
Dental
Vision
Life insurance coverage
401(k) plan
Training programs
Accrued paid time off (PTO)
Performance based monthly & quarterly awards
Paid holidays
Customer kudo rewards
Company
T and T Consulting Services, Inc.
T and T Consulting Services, Inc.
51-200 employees
H1B Sponsorship
T and T Consulting Services, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2023 (2)
2022 (6)
2021 (3)
2020 (6)
Funding
Current Stage
Growth StageLeadership Team
Sophia Tong
CEO
Gene H.
Chief Information Officer
Recent News
Washington Business Journal
2025-01-10
2024-11-27
Company data provided by crunchbase