Deskside Support Lead

What you'll do

• Manage the day-to-day operations and workflow execution of deskside support services for a federal customer.
• Oversee the end-to-end lifecycle of incidents, including triage, prioritization, escalation, and resolution.
• Serve as the primary escalation point for complex hardware, software, and network issues that Tier II technicians cannot resolve.
• Supervise, mentor, and provide technical guidance to IT support technicians while managing their daily workloads.
• Track and report SLA performance metrics, ticket trends, and service outcomes to leadership.
• Audit ticket records and queue activity to ensure documentation accuracy and compliance with quality standards.
• Create and maintain standard operating procedures (SOPs) and knowledge base articles for the technical team.
• Identify recurring issues and implement corrective actions or process improvements to reduce repeat incidents.

What we're looking for

• US citizenship is required.
• Ability to obtain and maintain NRC Public Trust (up to Q clearance if required).
• Bachelor's degree in a relevant field or 4 years of experience in lieu of degree.
• Minimum 4 years of IT support experience in an enterprise service desk or desktop support environment.
• Minimum 2 years of leadership or supervisory experience managing service desk technicians.
• Experience applying ITIL-based incident management, escalation control, and KLI/SLA-driven performance management.
• Proficiency with IT service management (ITSM) ticketing systems and project management.
• Experience leading federal IT contracts, ServiceNow certification, or knowledge management expertise (preferred).