Service Desk Team Lead (Secret Clearance)

TL;DR

Service Desk Team Lead (Managed Services): Leading a team of service desk engineers to provide exceptional customer service and technical resolution for end-user IT issues with an accent on SLA improvement and personnel management. Focus on managing 24x7x365 operations, coordinating Tier II escalations, and optimizing service delivery KPIs.

Location: Onsite in Chantilly office

Company

hirify.global is a managed services provider focused on delivering innovative IT solutions and maintaining long-term client relationships.

What you will do

• Supervise and oversee a team of up to 10 service desk engineers in a 24x7x365 environment.
• Manage daily functions, including scheduling, workload coordination, and ticket assignment.
• Monitor and enforce team goals, performance objectives, and drive improvements in SLAs.
• Guide the escalation workflow to troubleshoot and resolve Tier II and higher technical issues.
• Develop internal talent through coaching and the implementation of training processes.
• Maintain performance metrics and KPIs while updating technical standards and documentation.

Requirements

• Active Secret clearance is mandatory.
• Must be able to work onsite in Chantilly.
• Seven years of general IT experience and three years of management experience.
• BS in Computer Science, Business Administration, or a similar technical degree.
• Strong verbal and written communication skills.

Nice to have

• Experience with ServiceNow.
• Certifications: CompTIA A+, Network+, ITIL V3/V4 Foundation, or MCSE/MCSP.

Culture & Benefits

• Positive workplace fostering a one-team mentality and collaborative decision-making.
• Client-centric culture with an emphasis on urgency and resolution.
• Environment focused on continuous learning, resilience, and professional growth.
• Competitive salary and comprehensive benefits package.