Service Desk Technical Lead

Overview

The Service Desk Technical Lead will support an IT program at an aeronautics scientific laboratory. This position is responsible for acting as a routine contact point through receiving and handling requests for support and responding to a broad range of service requests for support.

Responsibilities

• Exercise independent judgment and technical expertise to prioritize, oversee, and improve Service Desk operations in alignment with program requirements and performance standards.
• Analyze ticket trends, service metrics, workload, and operational data to identify risks, recommend improvements, and enhance service quality.
• Serve as a technical lead and Subject Matter Expert for Service Desk processes, supported systems, applications, hardware, and complex technical issues.
• Guide resolution of aged, complex, or high-impact tickets; determine escalation paths; and coordinate with specialized IT teams as needed.
• Lead or support implementation of Service Desk solutions, process improvements, documentation, security controls, and business continuity practices.
• Monitor front-line service channels, ticket activity, and customer communications to assess service impacts and recommend operational adjustments.
• Mentor Tier I and Tier II technicians through technical coaching, troubleshooting guidance, training support, and knowledge sharing.
• Collaborate with management to identify training needs, improve technician readiness, and strengthen team performance.
• Maintain accurate procedures, ticket documentation, knowledge base content, and service records across applicable systems.
• Collaborate with internal and external service provider teams to improve coordination, service delivery, and customer outcomes.
• Lead or participate in projects, service enhancements, and continuous improvement initiatives as assigned.
• Perform other duties as assigned.

Qualifications

• Associate’s degree + 2 years of experience in related field.
• In lieu of a degree, 5 total years of equivalent experience is required.
• Two years of PC support, diagnostic/troubleshooting, & repair experience is required.
• U.S. citizenship is required per Contract to obtain and maintain a Security Clearance, with the ability to obtain and maintain a Top Secret clearance.
• Must have a working knowledge of PC operations which include Hardware, network settings, operating system, & MS Office applications.
• Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
• Ability to type 50 WPM.

Preferred:

• Prior NASA experience.
• Experience with government contracting firms supporting the Federal Government.
• Experience and comfort running large meetings.
• Experience with preparing presentations.

Salary: $175-000-$225,000

Additional benefits include:

• Paid Time Off & Holiday Pay
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Disability, Life Insurance, and AD&D
• Flexible Spending Accounts
• Pre-Tax 401K and/or After-Tax Roth IRA (with employer matching contribution)
• Tuition and Technical Training Reimbursement
• Exercise Reimbursement
• Computer Reimbursement
• Employee Assistance Program

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• Possess the ability to fulfill any and all office activities normally expected in an office setting, to include, but not limited to:  remaining seated for periods of time to perform computer entry, participating in filing activity, lifting and carrying office supplies.
• The employee must occasionally lift and/or move up to fifteen (15) pounds.
• Fine hand manipulation (keyboarding).

Work Environment:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• May work prolonged or irregular hours.
• The noise level in the work environment is usually moderate.
• Exposure to general office conditions while conducting office duties.

Working at Edgewater Federal Solutions:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Companies since 2018.

Edgewater Federal Solutions is an Equal Opportunity Employer. It has been and continues to be our policy to provide equal employment to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran status and/or other status protected by applicable law. #LI-SE1

- Exercise independent judgment and technical expertise to prioritize, oversee, and improve Service Desk operations in alignment with program requirements and performance standards. - Analyze ticket trends, service metrics, workload, and operational data to identify risks, recommend improvements, and enhance service quality. - Serve as a technical lead and Subject Matter Expert for Service Desk processes, supported systems, applications, hardware, and complex technical issues. - Guide resolution of aged, complex, or high-impact tickets; determine escalation paths; and coordinate with specialized IT teams as needed. - Lead or support implementation of Service Desk solutions, process improvements, documentation, security controls, and business continuity practices. - Monitor front-line service channels, ticket activity, and customer communications to assess service impacts and recommend operational adjustments. - Mentor Tier I and Tier II technicians through technical coaching, troubleshooting guidance, training support, and knowledge sharing. - Collaborate with management to identify training needs, improve technician readiness, and strengthen team performance. - Maintain accurate procedures, ticket documentation, knowledge base content, and service records across applicable systems. - Collaborate with internal and external service provider teams to improve coordination, service delivery, and customer outcomes. - Lead or participate in projects, service enhancements, and continuous improvement initiatives as assigned. - Perform other duties as assigned.