Service Desk Lead

ATL is searching for a qualified candidate to fill the role of Service Desk Lead. This position will oversee day-to-day service desk operations and lead a team of technical professionals supporting enterprise IT services. This role is responsible for ensuring timely incident resolution, effective service delivery, and continuous improvement of helpdesk and desktop support operations in a secure, production environment.

The position is onsite, hybrid opportunities. The candidate must live in the Northern VA (Alexandria area).

Duties & Responsibilities

• Lead and manage Service Desk personnel, including performance management, training, scheduling, workload assignment, and coaching
• Oversee incident management, problem management, and service request fulfillment processes
• Ensure high-quality customer service and adherence to SLAs
• Provide escalation support and guidance for complex technical issues
• Manage and optimize ServiceNow modules including Incident Management, Knowledge Management, and Service Catalog
• Support and troubleshoot M365 services including Teams, Exchange Online, and SharePoint
• Coordinate with stakeholders to improve service delivery and operational efficiency
• Ensure compliance with security policies and best practices
  
  

Qualifications

• Education: Bachelor's degree from an accredited university in Computer Science, Information Systems, Business Administration, or Information Technology
• Experience:
• 9 years in helpdesk/desktop support roles, including incident and problem management, remote troubleshooting, hardware/software support, and customer service
• 3 years managing technical personnel
• 2 years hands-on experience with ServiceNow and Microsoft 365 in a production environment
• Certifications:
• IAM Level II (or Tier II Service Desk equivalent)
• IAT Level II
• ITIL v3 or later
• Security Clearance: Active Secret clearance
• Citizenship: U.S. Citizen