SENIOR HELP DESK LEAD jobs in United States
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IGNITE ยท 12 hours ago

SENIOR HELP DESK LEAD

positionWashington, DC
timeFull-time
remoteOnsite
senioritySenior Level, Lead/Staff
date10+ years exp

Ignite is a Service-Disabled Veteran-Owned Small Business providing professional services across educational, federal, and commercial industries. The Senior Help Desk Lead is responsible for overseeing help desk operations, managing ticket processes, and ensuring service levels and customer satisfaction objectives are met.

Defense & Space
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Growth Opportunities
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H1B Sponsor Likelynote

Responsibilities

Oversee and manage help desk operations, ensuring timely and effective resolution of user issues and service requests
Manage ticket triage, prioritization, escalation, and resolution processes in accordance with established SLAs and procedures
Lead and coordinate Tier II and Tier III support personnel, providing guidance, mentorship, and technical oversight
Monitor help desk performance metrics and trends, producing status reports and SLA compliance reports for program leadership and government stakeholders
Serve as the escalation point for complex or high-priority incidents, coordinating with engineering and cybersecurity teams as needed
Ensure help desk processes align with ITSM best practices and program governance requirements
Support continuous service improvement initiatives to enhance support efficiency and customer experience

Qualification

IT Service ManagementHelp Desk OperationsLeadershipITIL CertificationHDI Support Center ManagerCustomer ServiceExperience in Secure EnvironmentsCommunication Skills

Required

Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field
Minimum of 10+ years of experience supporting or managing IT service desk operations, including Tier II and Tier III support
Demonstrated experience with IT Service Management (ITSM) tools, ticket metrics, and SLA reporting
Strong leadership, communication, and customer service skills
Experience supporting users in secure or cleared environments

Preferred

HDI Support Center Manager
ITIL Foundation or higher
Other relevant service management certifications

Company

IGNITE

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Ignite, a Service-Disabled, Veteran-Owned, Small Business (SDVOSB) headquartered in Huntsville, AL, is ISO 9001:2015 certified and appraised at CMMI Services Level 3 and CMMI Development Level 2.
dateFounded in 2001
location
Huntsville, AL, US
people-size201-500 employees
web-link
https://igniteimpossible.com/

H1B Sponsorship

IGNITE 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 (1)
2023 (2)
2022 (1)
2020 (1)

Funding

Current Stage
Growth Stage

Leadership Team

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Stephen Mitchell
Chief Information Officer
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Company data provided by crunchbase