What are the responsibilities and job description for the Service Desk Lead position at Zachary Piper Solutions?
Zachary Piper Solutions is seeking an IT Service Desk & Workspace Support Lead to support the Federal Law Enforcement Training Centers (FLETC). This is a full-time, on-site position supporting high‑tempo training operations for federal law enforcement personnel. The role is critical in delivering reliable frontline IT services to trainees, instructors, leadership, and partner agencies across a dynamic training environment.
This position requires the ability to obtain and maintain a security clearance as required by the customer.
Key Responsibilities
IT Service Desk, ITIL, Workspace Support, Ivanti, Incident Management, Request Management, Problem Management, Knowledge Management, Continual Service Improvement, CSI, Technical Support Lead, IT Operations, End-User Support, Federal Law Enforcement Training Centers, FLETC, Rapid Response Support, Training Environment Support, Ticket Escalation, Performance Metrics, IT Leadership Liaison, Service Desk Management, On-Site IT Support, High-Tempo Operations, Customer Experience, IT Support Lead, Service Desk Lead, Federal IT Support, Government IT Operations
Onsite
This position requires the ability to obtain and maintain a security clearance as required by the customer.
Key Responsibilities
- Lead ITIL-aligned Service Desk and Workspace Support operations.
- Own incident, request, problem, and knowledge management activities using Ivanti tools.
- Deliver rapid IT response and support during live training events and surge periods.
- Enhance service quality and operational efficiency through Continual Service Improvement (CSI) initiatives.
- Oversee staffing, ticket escalations, performance metrics, and end-user experience.
- Serve as the primary liaison between IT operations teams and FLETC leadership.
- Bachelor’s degree or equivalent experience in IT, computer systems, or related field.
- 3 years of experience in IT service desk, technical support, or IT operations.
- Hands-on experience with ITIL processes and enterprise ticketing platforms (Ivanti preferred).
- Strong communication, troubleshooting, and incident management skills.
- Ability to operate effectively in a fast-paced, mission-driven environment supporting live training operations.
- Eligibility to obtain a federal security clearance.
- Compensation: $80,000 - 95,000 based on experience.
- Comprehensive benefits package including medical, dental, vision, 401(k), paid holidays, PTO, and sick leave (as required by law).
IT Service Desk, ITIL, Workspace Support, Ivanti, Incident Management, Request Management, Problem Management, Knowledge Management, Continual Service Improvement, CSI, Technical Support Lead, IT Operations, End-User Support, Federal Law Enforcement Training Centers, FLETC, Rapid Response Support, Training Environment Support, Ticket Escalation, Performance Metrics, IT Leadership Liaison, Service Desk Management, On-Site IT Support, High-Tempo Operations, Customer Experience, IT Support Lead, Service Desk Lead, Federal IT Support, Government IT Operations
Onsite