Service Desk Lead

Location: Huntsville, Alabama, United States; on-site

Salary: $97,000–$135,000 per year

Company

hirify.global delivers cybersecurity, IT infrastructure, development, supply chain management, and other professional services to the federal government.

What you will do

• Lead embedded OCIO service-desk and user-support operations for PAE Fires users.
• Manage ticket intake, logging, categorization, prioritization, routing, escalation, resolution, and follow-up.
• Direct troubleshooting of end-user hardware, Windows environments, enterprise applications, accounts, peripherals, and connectivity.
• Coordinate escalations with server, network, cybersecurity, application-development, and asset-management teams.
• Monitor SLAs, service metrics, ticket volumes, resolution times, trends, and performance standards.
• Provide technical leadership, coaching, workload management, quality oversight, and operational reporting.

Requirements

• Bachelor's degree in information technology, computer science, information systems, or a related field; equivalent relevant experience may be considered.
• Senior enterprise service-desk, help-desk, or deskside-support experience with formal ticketing and escalation processes.
• Experience managing SLAs, response and resolution targets, ticket backlogs, priorities, escalations, support metrics, and trend reports.
• Experience with automated service-management or ticketing systems and operational reporting.
• Strong troubleshooting, communication, customer-service, coaching, and workload-management skills.
• SECRET security clearance required; ability to support mission-driven operational hours and authorized after-hours or on-call requirements.

Nice to have

• ITIL Foundation/Managing Professional, HDI, or comparable service-management certification.
• Army, Department of Defense, or federal government service-desk leadership experience.
• Experience with endpoint management, remote support, knowledge management, and service analytics tools.
• DoD 8140-aligned cybersecurity qualification where required.

Culture & Benefits

• Eleven federal holidays and paid time off accrued each pay period.
• Parental leave and continuing education assistance.
• Medical, dental, vision, disability, life, and AD&D insurance benefits.
• 401(k) with competitive matching and a vesting schedule.
• Flexible spending accounts, employee assistance, wellness, legal, pet, and 529 college savings benefits.