Booz Allen Hamilton · 14 hours ago
Service Desk Lead
Fayetteville, NC
Full-time
Onsite
Senior Level, Lead/Staff
$62K/yr - $141K/yr
10+ years expBooz Allen Hamilton is seeking an experienced Service Desk Lead to support critical operations for USSOCOM. The role involves upgrading and expanding network infrastructure, troubleshooting complex network issues, and ensuring security and reliability for mission-critical systems.
ConsultingCyber SecurityIT InfrastructureManagement ConsultingSecurity
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Upgrade and expand network-wide infrastructure
Troubleshoot and resolve complex network issues
Analyze current working infrastructure
Increase security, reliability, and availability for mission-critical network and SATCOM systems
Influence team members, the customer, and vendors to define, analyze, and provide solutions for the customer’s sensor data transport requirements
Optimize client operations and support modernization
Qualification
Required
10+ years of experience with IT Help Desk or Service Desk, supporting customers in a technical environment, performing network administration or network engineering, including leveraging monitoring, network diagnostic, and network analytics tools, and configuring and installing network devices and services such as routers, switches, firewalls, load balancers, VPN, or QoS
Experience creating and updating Knowledge Articles for internal and external customer-facing use
Experience with ticketing and knowledge management systems such as ServiceNow, and virtual applications such as VMware vSphere, vCenter, or ESXi
Knowledge of ITIL concepts, and networking protocols such as IPSEC, HSRP, BGP, OSPF, 802.11, or QoS
Ability to report briefings and findings of complex technical and operational topics to leadership, and liaise with vendors and IT personnel for problem resolution
Ability to work within established configuration and change management policies to ensure awareness, approval, and success of changes made to the network infrastructure, and advise on selection and implementation of security tools, policies, and procedures in conjunction with the cybersecurity team
Ability to translate technical troubleshooting steps into clear, concise, and customer-friendly documentation, and collaborate with technical teams to validate content accuracy
Secret clearance
Bachelor's degree in CS, IT, or Engineering
DoD 8140 IAT Level II Certification such as CCNA Certification
Preferred
Experience with VMWare NSX
Experience developing standard operating procedures (SOPs), quick reference guides, and training materials
Experience with root-cause analytic tools to measure article performance, deflection rates, and usage metrics
Knowledge of Gem One and KG
Ability to analyze ticket trends and propose knowledge gaps or process improvement
TS/SCI clearance
Cisco CCNP Certification
Benefits
Health
Life
Disability
Financial
Retirement benefits
Paid leave
Professional development
Tuition assistance
Work-life programs
Dependent care
Company
Booz Allen Hamilton
Booz Allen Hamilton is a consulting firm that specializes in analytics, technology, and engineering.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$3.03B2025-03-11Post Ipo Debt· $650M
2023-08-01Post Ipo Debt· $650M
2020-08-13Post Ipo Debt· $700M
Leadership Team
Matthew Calderone
Chief Financial Officer and Executive Vice President
Kristine Anderson
Chief Operating Officer
Recent News
WSJ.com: US Business
2026-01-24
Benzinga.com
2026-01-23
2026-01-23
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