Service Desk Lead

About Saliense

Saliense is a leading technology solutions provider specializing in Cybersecurity, Engineering, and Modernization. We deliver scalable, tangible solutions that empower federal, state, and local government agencies to address complex challenges and stay ahead in a rapidly evolving digital landscape. With a commitment to excellence, ethical practices, and a culture of growth and innovation, Saliense has been recognized on the Inc. 5000 list for six consecutive years, reflecting our sustained progress and impact.

Why Saliense

Benefits

At Saliense, we are committed to fostering a culture of continuous learning and professional growth. Our employees are encouraged to take on challenging and meaningful work, with ample opportunities for career advancement. We offer competitive compensation and benefits, including:

• 20 Days PTO 40 Hours of Paid Sick & Safe Time
• 11 Federal Holidays 2 Corporate Holidays
• Health, Vision, Dental, and Life Insurance
• 401(k) with Tiered Match & 100% Vesting
• Parental Leave for Birthing and Non-Birthing Parents
• Professional Development Reimbursement Program
  
  

We believe in empowering our team members to achieve their professional goals while contributing to impactful projects that make a difference. Join us at Saliense and be part of a growing organization dedicated to innovation, collaboration, and excellence. Visit www.saliense.com to learn more.

We are currently seeking a Service Desk Lead to provide support to the DHS Enterprise IT Support Services contract located in Glynco, GA.

Responsibilities

• Implement ITIL-based methods
• Manage Service desk operations
• Oversee daily IT service desk operations, ensuring timely response and resolution of incidents, service requests, and technical issues for staff and trainees.
• Lead and mentor the service desk team, providing guidance, training, and performance feedback to ensure effective customer support.
• Ensure compliance with DHS policies and procedures, including adherence to security protocols, confidentiality, and data protection requirements.
• Coordinate and prioritize IT service requests, delegating tasks efficiently to meet service level agreements (SLAs).
• Monitor and report on key performance indicators (KPIs) and service desk metrics, ensuring continuous improvement in response times and customer satisfaction.
• Liaise with other IT teams (network, systems, and security) to escalate and resolve complex technical issues affecting operations.
• Develop and maintain service desk documentation, including knowledge base articles, troubleshooting guides, and procedures tailored to the environment.
• Manage incident escalation processes, ensuring that high-priority issues are resolved promptly and communicated effectively to the leadership.
• Coordinate hardware/software deployments and system updates, ensuring minimal disruption to training programs and administrative operations. Ensure compliance with government contract deliverables, maintaining adherence to timelines, quality standards, and client expectations.
  
  

Required Qualifications:

• Bachelor’s degree, or equivalent experience in Information Systems, Computer Science, or Computer Engineering
• Minimum of five years detailed experience in Help Desk / Service Desk, coupled with five years of experience in IT, including operational, support and management services
• U.S. Citizenship is required per contract
• Experience in implementing ITIL-based methods of using industry recognized Service Desk ticket management software, such as Ivanti HEAT
  
  

Desired

• DHS agency experience
• Eligibility for a Public Trust Clearance
• HDI certification
• ITIL certification
• Project Management certification