Description
The Senior Support Desk Lead manages front-line support operations for users and stakeholders, leading support desk analysts and overseeing ticket triage, escalation, SLA performance, knowledge management, and service quality. The role coordinates with operations, DevSecOps, engineering, training, communications, and client stakeholders; supports release readiness, hypercare, and post-release support; and coaches analysts while using AI-assisted support tools. It requires a U.S. citizen, a hybrid schedule in Reston, Virginia and client locations in the Washington, D.C. area, a seven-year background check, and a U.S. government clearance, along with 5+ years of relevant support or IT operations experience and 2+ years leading support staff or operations. The salary is $90,000-$110,000 based on pertinent experience.
