Help Desk Lead

Location: Washington, DC (Fairchild Building, onsite 5 days per week)
Clearance/Eligibility: U.S. Citizen, must pass USCP suitability/background checks

Overview

The Help Desk Lead will serve as Key Personnel under the U.S. Capitol Police (USCP) IT Support Services BPA, providing leadership and management support for Tier I, II, and III Help Desk operations, as well as IT asset management. This position oversees a team of technicians delivering enterprise-wide end-user support for over 3,200 personnel in a high-profile federal environment. The Help Desk Lead ensures professional, courteous, and timely resolution of IT issues while maintaining compliance with USCP policies and security standards.

Responsibilities

Provide overall leadership and coordination for Tier I (phone/email), Tier II (on-site/floor), and Tier III (advanced hardware/software) support teams.
Manage daily Service Desk operations using ServiceNow as the primary ticketing system.
Supervise, mentor, and train Help Desk staff, ensuring professional customer service delivery.
Oversee asset management of end-user devices, including laptops, desktops, tablets, and encrypted drives.
Serve as the escalation point for complex technical issues and ensure timely resolution.
Track, analyze, and report on Help Desk metrics, service-level compliance, and customer satisfaction.
Support special events, after-hours emergencies, and high-visibility IT requirements (e.g., State of the Union, Inaugurations).
Collaborate with USCP management, contractors, and government officials to ensure IT service quality and continuity.
Maintain compliance with USCP directives, cybersecurity policies, and IT operational standards.

Required Qualifications

Education: Bachelor’s degree in Computer Science, Information Systems, Engineering, Business, or related field.
Experience:
- 5–8 years of progressive IT support and management experience.
- 3–5 years supervisory experience leading Help Desk or Service Desk teams.
Certifications:
- ITIL v4 certification (required).
- Industry certifications such as CompTIA A+, MCSE, or HDI (or equivalent).
Technical Skills:
- Expert knowledge of ServiceNow ticketing and reporting.
- Strong understanding of IT service management, customer satisfaction programs, and quality control processes.
Soft Skills:
- Excellent verbal and written communication skills.
- Ability to brief and present to senior government officials.
- Proven experience with staff utilization, training, and employee relations.

Additional Information

Full-time, onsite role (Washington, DC).
Business casual attire with professional appearance required.
Work hours generally 6:00 AM – 6:00 PM ET, with after-hours support as required.
Designated as Key Personnel under the BPA – role cannot be reassigned without USCP approval.

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Help Desk Lead