Service Desk Lead bei AttainX, Inc.

Job Title: Service Desk Lead

Location: 4800 Mark Center Drive, Alexandria, VA, 22350. 

Clearance: Secret Security Clearance

Citizenship: US Citizenship Required 

*Pending Contract Award*

AttainX, Inc. is a leading company committed to delivering cutting-edge solutions.  We are seeking a highly skilled and experienced Service Desk Lead to join our dynamic team. This role is crucial to ensuring the security and compliance of our software development processes.  If you have a demonstrated and advanced background in helpdesk/desktop support roles and have the Information Technology Information Library (ITIL) v3 or later certification and an active Secret clearance, we encourage you to apply.

Minimum Required Qualifications:

• Bachelor’s degree from an accredited university in computer science, information systems, business administration, or information technology 
• 9 years’ experience in helpdesk/desktop support roles to include incident management, problem management, service request fulfillment, remote troubleshooting, hardware and software support, and customer service. 
• 3 years’ experience managing technical personnel, including performance management, training, scheduling, workload assignment, coaching, and conflict resolution 
• 2 years’ experience with ServiceNow platform and M365 products in a production environment, with configuration and leveraging experience for ServiceNow Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online. 
• Must have excellent oral and written communication skills, with the ability to work with high level executive and federal government management.
• Demonstrated ability to meet deadlines and perform under pressure.
• Must have at least one IAT Level I — Approved Baseline Certifications (DoD 8570.01-M):
  1. CompTIA A+ CE
  2. CompTIA Network+ CE
  3. CompTIA Security+
  4. Cisco Certified Network Associate Security (CCNA-Security)
  5. EC-Council Certified Network Defender (CND)
  6. (ISC)² SSCP – Systems Security Certified Practitioner
• Service Desk Equivalent Certification Highly preferred.
  1. Microsoft Certified Windows Client
  2. ITIL Foundation Certification
• Information Technology Information Library (ITIL) v3 or later certification highly preferred.
• U.S. Citizen with an active Secret security clearance. TS with SCI Eligibility preferred.

Duties:

• Oversee Daily Service Desk Operations
   Manage the Service Desk as the single point of contact (SPOC) for all IT Incidents and Service Requests, ensuring 24/7 operational coverage (excluding recognized holidays).
• Tier 1 Support Supervision
   Ensure prompt Tier 1 assistance is delivered within 45 seconds of request via phone, email, or on-site. Monitor performance and manage escalation to Tier 2 or Tier 3 support when necessary.
• Team Leadership and Staff Development
   Supervise and train Service Desk staff to provide expert support for DoD OIG’s computing infrastructure across NIPRNet, SIPRNet, and JWICS networks.
• Incident Management and Resolution
   Direct the end-to-end process for logging, tracking, escalating, resolving, and closing all service desk incidents and requests, ensuring alignment with established SLAs.
• Performance Reporting
   Prepare and deliver monthly reports highlighting the top 10 recurring incidents and other service metrics to DoD OIG management.
• Survey Management and Analysis
   Develop and manage user satisfaction survey methodologies. Oversee the execution of:
• Quarterly End-User Satisfaction Surveys
• Quarterly Key IT Stakeholder Surveys
• Ongoing Service Desk Customer Satisfaction Surveys
   Consolidate and report survey results monthly.
• Support for Voice, Video, and Mobile Services
   Provide Tier 1 and Tier 2 administrative support for voice, video, and mobile device management tasks, including troubleshooting and service request fulfillment.
• User Account and Directory Administration
   Manage user account lifecycle tasks (e.g., setup, resets, deletions) and maintain accurate Online Directory services in alignment with service levels.
• Collaboration and Escalation Coordination
   Liaise with DoD OIG personnel and third-party vendors to coordinate escalations and ensure timely resolution of advanced technical issues.
• Compliance and Best Practices
   Ensure all service desk practices adhere to DoD OIG policies, federal IT security standards, and quality assurance benchmarks.

Non-Essential Functions:

About Us

AttainX Inc. is SBA Certified 8(a), Women Owned Small Business (WOSB), Economically Disadvantaged WOSB (EDWOSB), CMMI Level 3, ISO 9001:2015 certified QMS and Silver Level SaFe Partner. For more than 12 years, AttainX, Inc. has delivered emergent technologies, software products, and high-quality services that meet the needs of our Federal Government customers. 

The last 3 years have shown significant company growth as we have increased our contracts portfolio and hold the “Best in Class” contract vehicles, GSA MAS and OASIS Small Business and 8(a) Pools 1, 2 and 3. In addition, we are prime on several Agency Specific IDIQ’s and BPA’s with the National Oceanic and Atmospheric Administration, Department of Energy, Navy, Health and Human Service and the Defense Intelligence Agency.

AttainX is dedicated to quality and best practices for the services we provide. We understand our people are the key ingredient to ensuring our customers Mission and Goals are met with excellence. 

Benefits  

We are proud to offer competitive compensation and benefits packages to include paid vacation, medical, dental, vision, matching 401K plan, tuition/training reimbursement, and Long & Short-Term Disability. 

EEO Commitment:

AttainX is an equal employment opportunity employer, we are committed to providing a workplace that is free from discrimination based on Title VII of the Civil Rights Act, VEVRAA and Section 503, or other status protected by applicable federal, state, local, or international law. These protections also extend to applicants. 

Accommodations:

If you are an individual with a disability and would like to request a reasonable workplace accommodation, please send an email to Human Resources. Indicate the specifics of the assistance needed. 

Physical Demands:

Sitting and working on a computer for long, continuous periods each day; effective communications by telephone, email, and face-to-face; standing, walking, and sitting; handling and feeling objects or controls; reaching; talking and hearing; lifting and/or moving up to 10 pounds; and specific vision abilities including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.

Work Environment: The noise level in the work environment is usually moderate.