Senior Help Desk Lead

SENIOR HELP DESK LEAD

Location

Washington, DC, DC 20001 US (Primary)

Category

Information Technology

Job Type

Full-Time

Experienced (Non-Manager)

Education

Bachelor's Degree

Security Clearance Required

Secret

Ignite is an ISO 9001:2015 and CMMI Services Level 3 and Development Level 2 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. By design, Ignite is a provider of professional services to customers in educational, federal, and commercial industries and in every action seeks to be the preeminent provider within this business space.

The Senior Help Desk Lead is responsible for overseeing day-to-day help desk operations in support of mission-critical government systems. This role manages ticket intake, triage, escalation, and resolution processes while ensuring service levels, performance metrics, and customer satisfaction objectives are met. The Senior Help Desk Lead provides technical and operational leadership to Tier II and Tier III support staff and serves as the primary point of coordination between the help desk, engineering teams, and program leadership.

This position is contingent upon contract award.

• 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.

• Education:
  • Bachelor’s degree in Information Technology, Computer Science, Management Information Systems, or a related field
• Required Experience:
  • 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 Experience:
  • HDI Support Center Manager
  • ITIL Foundation or higher
  • Other relevant service management certifications

We are equal opportunity/affirmative action employers, committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status, or any other protected characteristic under state or local law.

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