Service Desk Lead
ApplyLogic Consulting Group, LLC, Washington, District of Columbia, United States
ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business, headquartered in Vienna, VA. Our people are our greatest asset, and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts, we deliver best-in-class expertise to solve complex technical problems.
Service Desk Lead We’re looking for a talented
Service Desk Lead
to join our team in
Washington, DC.
This position will support a complex government client and will provide oversight of daily Service Desk operations in a ServiceNow-driven environment. In this role, you will lead frontline support staff, manage ticket flow and escalations, and help ensure timely, high-quality end-user support in a secure Federal environment.
Work Location Onsite – Work from one of our office locations.
Clearance Must be US citizen with the ability to obtain a Secret security clearance.
Primary Roles and Responsibilities
Lead daily Service Desk operations supporting phone, email, portal, and walk-up requests
Manage ticket queues, assignment, prioritization, and escalation workflows
Monitor SLA compliance for first response, resolution, and customer service metrics
Supervise Tier 1 and Tier 2 support staff
Coordinate support for incidents, requests, and recurring issue trends
Support development and maintenance of SOPs and Knowledge Base Articles
Assist with reporting, dashboard review, and service improvement recommendations
Coordinate with leadership and technical teams on high-priority issues and outages
Required Education, Experience, & Skills
Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience
5+ years of IT Service Desk or service delivery experience
Experience leading or supervising support personnel
Strong written, verbal, and customer service skills
Ability to manage competing priorities in a fast-paced environment
ServiceNow ITSM or comparable ticketing platforms
Windows 11, Microsoft 365, remote support tools, and account administration
ITIL-aligned service delivery practices
Ticket queue management, escalation handling, and incident coordination
Support documentation, SOP maintenance, and knowledge article development
Service metrics, trend analysis, and operational reporting
Preferred Qualifications
ITIL v4 Foundation
CompTIA A+
CompTIA Security+ or CySA+
The Perks of Being on Our Team ApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are:
Employee Assistance Program
401K
Medical/Dental/Vision Insurance
Life/Short-Term Disability/Critical Illness/Accident Insurance
15 PTO Days
11 Federal Holidays
Up to $5K towards continuing education and/or professional development
#J-18808-Ljbffr
Service Desk Lead We’re looking for a talented
Service Desk Lead
to join our team in
Washington, DC.
This position will support a complex government client and will provide oversight of daily Service Desk operations in a ServiceNow-driven environment. In this role, you will lead frontline support staff, manage ticket flow and escalations, and help ensure timely, high-quality end-user support in a secure Federal environment.
Work Location Onsite – Work from one of our office locations.
Clearance Must be US citizen with the ability to obtain a Secret security clearance.
Primary Roles and Responsibilities
Lead daily Service Desk operations supporting phone, email, portal, and walk-up requests
Manage ticket queues, assignment, prioritization, and escalation workflows
Monitor SLA compliance for first response, resolution, and customer service metrics
Supervise Tier 1 and Tier 2 support staff
Coordinate support for incidents, requests, and recurring issue trends
Support development and maintenance of SOPs and Knowledge Base Articles
Assist with reporting, dashboard review, and service improvement recommendations
Coordinate with leadership and technical teams on high-priority issues and outages
Required Education, Experience, & Skills
Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience
5+ years of IT Service Desk or service delivery experience
Experience leading or supervising support personnel
Strong written, verbal, and customer service skills
Ability to manage competing priorities in a fast-paced environment
ServiceNow ITSM or comparable ticketing platforms
Windows 11, Microsoft 365, remote support tools, and account administration
ITIL-aligned service delivery practices
Ticket queue management, escalation handling, and incident coordination
Support documentation, SOP maintenance, and knowledge article development
Service metrics, trend analysis, and operational reporting
Preferred Qualifications
ITIL v4 Foundation
CompTIA A+
CompTIA Security+ or CySA+
The Perks of Being on Our Team ApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are:
Employee Assistance Program
401K
Medical/Dental/Vision Insurance
Life/Short-Term Disability/Critical Illness/Accident Insurance
15 PTO Days
11 Federal Holidays
Up to $5K towards continuing education and/or professional development
#J-18808-Ljbffr