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1810 - Service Desk Lead

US Citizenship


  • Responsible for the overall system health and stability of IdAM services
  • Oversees and coordinates the daily work of the Service Desk
  • Coordinates Service Desk team schedule
  • Monitors the team’s incident’s queue
  • Diagnose, identify, isolate and analyze problems based on information presented by end users
  • Responsible for managing escalations for critical issues/problems or dissatisfied customers.
  • Proactively analyze incident and monitoring metrics to avoid operational incidents based on system trends
  • Create and maintain standard operational procedures including incident management guides, troubleshooting guides, etc.
  • Coordinates and engages Enterprise Services wherever required
  • Provide support to the System team during the operational baseline
  • 24/7 On-call support for critical Operations in the field when needed


  • Proven problem-solving skills emphasis on first time resolution.
  • Update and create Standard Operating Procedure Documents
  • Excellent customer service skills
  • Strong communication skills, both verbal and written
  • Proven ability to quickly learn new software and IT concepts
  • Detail-oriented
  • Systems administration of Linux OS, COTS / FOSS software, and/or web services
  • Understanding of network and transport layer architectures and implementations
  • Understanding of cloud and on-premise architectures
  • Demonstrates initiative, independent problem-solving skills, strong analytical abilities, creativity, and a customer service-orientated personality
  • Demonstrates an ability to prioritize and organize efforts in a fast-paced environment
  • Bachelor’s of Science, Technology, Engineering and Mathematics (STEM) degree or equivalent work experience


  • Experience with configuring and managing monitoring and metrics tools to proactively track system usage
  • Understanding of enterprise IAM services, Identity Governance / Provisioning, Active Directory, LDAP, and PKI
  • Experience supporting multi-ops / COOP enterprise class systems
  • Experience supporting software deployments
  • COMP TIA Security+  (have or able to obtain), ISC2 CISSP, or other cybersecurity certification


  • US Citizenship required