Today
Secret
Unspecified
Unspecified
IT - Support
Fort Lee, VA (On-Site/Office)
Service Desk Lead
Location: Fort Lee, Virginia
Clearance: Secret
Description:
HigherEchelon is seeking a Service Desk Lead responsible for overseeing Tier I through Tier III technical support operations for CASCOM G6, ensuring timely resolution of service requests and incidents while maintaining exceptional user experience standards. Positioned at Fort Gregg-Adams, VA, this role requires a full-time, on-site presence and an active DoD Secret clearance. The role includes supervising daily ticket workflows, managing escalations, including VIP support, and acting as the frontline interface with over 17,000 users.
This position is contingent upon contract award.
Job Responsibilities:
Supervise and coordinate daily service desk activities, including Service Desk, VIP Support, and Hardware/Software Support.
Manage the AESMP/Remedy queue, assigning tickets, monitoring trends, and ensuring compliance with Service Level Objectives (SLOs).
Provide direct support to senior leadership and VIPs with rapid-response troubleshooting (2-hour resolution SLA).
Track ticket closure rates and generate performance reports for Government review.
Conduct root cause analysis of recurring issues and recommend corrective actions.
Serve as the escalation point for unresolved or high-priority incidents.
Develop and update knowledge base articles, SOPs, and troubleshooting workflows.
Coordinate with infrastructure and systems teams to support complex service issues.
Maintain continuity of operations through staffing adjustments, shift coverage, and support for surge periods.
Required Skills:
Experience managing Remedy/AESMP or similar ITSM tools.
Ability to manage high-tempo service environments with competing priorities.
Leadership in service desk operations, ensuring timely incident resolution.
Must be a U.S. Citizen
Must have a Secret security clearance
Desired Skills:
Experience supporting TRADOC or CASCOM-specific end users and VIPs.
Familiarity with Army network policies, workstation imaging, and CAC authentication issues.
Working knowledge of AV systems, Army classroom IT configurations, and remote troubleshooting techniques.
Education and Experience:
Associate degree in Information Technology or related discipline (bachelor's preferred).
Minimum of 5 years of experience in service desk operations, with at least 2 years in a lead or supervisory role.
Certifications required:
CompTIA Security+ (IAT Level II baseline)
ITIL v4 Foundation
#CJ
#dice
About HigherEchelon, Inc.
HigherEchelon, Inc. (HE) is a service-disabled veteran owned small business (SDVOSB) with offerings in Engineering, Gaming, Human Capital, Enterprise Technology and Cyber Solutions. HigherEchelon aims to be the premier trusted partner in organizational excellence and achieves this through sustained investment in talent and the employee experience. HigherEchelon puts the employee first to better serve customer needs and sustain excellence.
HigherEchelon offers competitive full-time benefits including paid vacation and holidays, 401(k) matching, full health/dental/vision coverage, plus much more. For on-site and remote employees, flexible work schedules are offered when authorized.
By joining our team, you are choosing to embark on a journey towards excellence as a valued team member and trusted partner. We appreciate your inquiry and look forward to discussing the opportunity further.
EOE/Minorities/Females/Veterans/Disabled:
HigherEchelon, Inc. is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. HigherEchelon, Inc. participates in E-Verify
Location: Fort Lee, Virginia
Clearance: Secret
Description:
HigherEchelon is seeking a Service Desk Lead responsible for overseeing Tier I through Tier III technical support operations for CASCOM G6, ensuring timely resolution of service requests and incidents while maintaining exceptional user experience standards. Positioned at Fort Gregg-Adams, VA, this role requires a full-time, on-site presence and an active DoD Secret clearance. The role includes supervising daily ticket workflows, managing escalations, including VIP support, and acting as the frontline interface with over 17,000 users.
This position is contingent upon contract award.
Job Responsibilities:
Supervise and coordinate daily service desk activities, including Service Desk, VIP Support, and Hardware/Software Support.
Manage the AESMP/Remedy queue, assigning tickets, monitoring trends, and ensuring compliance with Service Level Objectives (SLOs).
Provide direct support to senior leadership and VIPs with rapid-response troubleshooting (2-hour resolution SLA).
Track ticket closure rates and generate performance reports for Government review.
Conduct root cause analysis of recurring issues and recommend corrective actions.
Serve as the escalation point for unresolved or high-priority incidents.
Develop and update knowledge base articles, SOPs, and troubleshooting workflows.
Coordinate with infrastructure and systems teams to support complex service issues.
Maintain continuity of operations through staffing adjustments, shift coverage, and support for surge periods.
Required Skills:
Experience managing Remedy/AESMP or similar ITSM tools.
Ability to manage high-tempo service environments with competing priorities.
Leadership in service desk operations, ensuring timely incident resolution.
Must be a U.S. Citizen
Must have a Secret security clearance
Desired Skills:
Experience supporting TRADOC or CASCOM-specific end users and VIPs.
Familiarity with Army network policies, workstation imaging, and CAC authentication issues.
Working knowledge of AV systems, Army classroom IT configurations, and remote troubleshooting techniques.
Education and Experience:
Associate degree in Information Technology or related discipline (bachelor's preferred).
Minimum of 5 years of experience in service desk operations, with at least 2 years in a lead or supervisory role.
Certifications required:
CompTIA Security+ (IAT Level II baseline)
ITIL v4 Foundation
#CJ
#dice
About HigherEchelon, Inc.
HigherEchelon, Inc. (HE) is a service-disabled veteran owned small business (SDVOSB) with offerings in Engineering, Gaming, Human Capital, Enterprise Technology and Cyber Solutions. HigherEchelon aims to be the premier trusted partner in organizational excellence and achieves this through sustained investment in talent and the employee experience. HigherEchelon puts the employee first to better serve customer needs and sustain excellence.
HigherEchelon offers competitive full-time benefits including paid vacation and holidays, 401(k) matching, full health/dental/vision coverage, plus much more. For on-site and remote employees, flexible work schedules are offered when authorized.
By joining our team, you are choosing to embark on a journey towards excellence as a valued team member and trusted partner. We appreciate your inquiry and look forward to discussing the opportunity further.
EOE/Minorities/Females/Veterans/Disabled:
HigherEchelon, Inc. is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, citizenship, ancestry, marital status, protected veteran status, disability status or any other status protected by federal, state, or local law. HigherEchelon, Inc. participates in E-Verify
group id: 90832636
