Service Desk Site Lead (IT Service Management)

Location: Aberdeen, MD, United States; non-remote

Salary: USD 65,000–75,000 annually

Company

hirify.global delivers IT infrastructure operations, application development, cybersecurity, virtualization, cloud, mobility, and related services to government clients supporting critical missions.

What you will do

• Lead daily Service Desk operations supporting technicians, engineers, researchers, and mission partners across the Army Research Laboratory enterprise environment.
• Supervise, mentor, develop, and support the readiness of Service Desk personnel.
• Manage ticket queues, workload distribution, incident resolution, SLA performance, and customer satisfaction.
• Serve as the primary escalation point and coordinate with infrastructure, cybersecurity, cloud, application, and engineering teams.
• Monitor operational trends, implement process improvements, and maintain technical documentation, procedures, and knowledge articles.
• Provide Tier II support and contribute to audit readiness, compliance, IT modernization, cybersecurity, cloud, and digital transformation initiatives.

Requirements

• U.S. citizenship and an active DoD Secret Clearance are required.
• IAT Level II certification or higher under DoD 8570/8140 requirements, such as CompTIA Security+ CE, SSCP, GSEC, CCNA Security, GICSP, or equivalent.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field plus 3+ years of relevant experience; or 5+ years of relevant IT support, Service Desk, or technical operations experience.
• Experience leading Service Desk, Help Desk, or IT Operations teams and managing ticket queues, incident management, and service delivery operations.
• Experience creating and maintaining technical documentation, knowledge articles, operational procedures, and supporting enterprise IT operations and customer service environments.
• Ability to lead personnel, manage competing priorities, and operate in a mission-critical environment.
• Strong analytical, organizational, customer service, written, and verbal communication skills.

Nice to have

• ITIL v4 Foundation certification or higher.
• Experience supporting ARL, DoD, Federal Government, research, engineering, testing, or laboratory environments.
• Experience leading geographically dispersed teams and enterprise-scale IT Service Management operations.
• ServiceNow administration, reporting, dashboards, workflow management, and knowledge management experience.
• Experience measuring and improving SLA performance, ticket quality, and customer satisfaction metrics.
• Microsoft operating system, endpoint management, Microsoft 365, Azure, or cloud administration certifications.
• Experience with infrastructure modernization, cloud initiatives, cybersecurity programs, or enterprise technology transformation.

Culture & Benefits

• Full-time, Monday–Friday schedule with non-remote work.
• Paid holidays and paid time off.
• Medical, dental, vision, life, and company-paid short- and long-term disability insurance.
• Retirement plan, referral bonuses, relocation incentive program, and certification reimbursement.
• Compensation may vary based on experience, technical expertise, certifications, education, and government rate.