Service Desk Team Lead

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $100k - $126k / year

⏰ Full Time

🟠 Senior

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AMERICAN SYSTEMS

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1975

🏛️ Government

Engineering • IT Services • Government

AMERICAN SYSTEMS is an employee-owned company that specializes in information technology, engineering, and analytical support. Focused on mission support, they provide services such as test and evaluation, training, and digital engineering. With a strong commitment to veteran outreach and a diverse workforce, AMERICAN SYSTEMS aims to empower its employees in their careers while serving a wide array of government contracts.

📋 Description

• Establish and implement Tier 2 and Tier 3 support for all stakeholders of DLSA systems, services, and components • Provide user and help desk support Monday through Friday, 8:00 AM to 5:00 PM Central Time • Receive and manage help tickets escalated from the AETC AIS Service Desk AASD for issues requiring deeper technical analysis and resolution • Oversee and coordinate engineering and technical support activities across DLSA-supported systems • Maintain the stability, reliability, and high-performance operation of systems and services • Support a system of systems environment by leveraging both: specialized technical expertise in specific technologies, and broader general IT systems knowledge • Lead or support longer term and strategic technical efforts, including deployment of new capabilities and service improvements • Ensure service desk operations meet required service level agreements (SLAs) • Serve as a key point of coordination for escalated technical issues requiring Tier 2 and Tier 3 intervention

🎯 Requirements

• Bachelor’s degree and minimum 5 years of experience • Active Secret Clearance • Experience managing or supporting Tier 2 and Tier 3 IT service desk operations • Experience in engineering and technical support for enterprise IT systems • Strong knowledge of general IT systems and support processes • Ability to work in environments requiring both specialized system expertise and broad technical coordination • Experience maintaining system stability, availability, and performance • Experience supporting or implementing new technical capabilities in an operational environment • Experience with ServiceNow IT ticketing system

🏖️ Benefits

• healthcare benefits • paid leave • retirement plans • insurance programs • education and training assistance