Service Desk Lead

Edgewater Federal Solutions is currently seeking a Service Desk Lead to provide support to the FLETC Enterprise IT Support Services contract located at FLETC Headquarters in Glynco, GA.

• Implement ITIL-based methods
• Manage Service desk operations
• Oversee daily IT service desk operations, ensuring timely response and resolution of incidents, service requests, and technical issues for FLETC staff and trainees.
• Lead and mentor the service desk team, providing guidance, training, and performance feedback to ensure effective customer support.
• Ensure compliance with DHS/FLETC policies and procedures, including adherence to security protocols, confidentiality, and data protection requirements.
• Coordinate and prioritize IT service requests, delegating tasks efficiently to meet service level agreements (SLAs).
• Monitor and report on key performance indicators (KPIs) and service desk metrics, ensuring continuous improvement in response times and customer satisfaction.
• Liaise with other IT teams (network, systems, and security) to escalate and resolve complex technical issues affecting FLETC operations.
• Develop and maintain service desk documentation, including knowledge base articles, troubleshooting guides, and procedures tailored to the FLETC environment.
• Manage incident escalation processes, ensuring that high-priority issues are resolved promptly and communicated effectively to FLETC leadership.
• Coordinate hardware/software deployments and system updates, ensuring minimal disruption to FLETC training programs and administrative operations.Ensure compliance with government contract deliverables, maintaining adherence to timelines, quality standards, and client expectations.

• Bachelor’s degree, or equivalent experience in Information Systems, Computer Science, or Computer Engineering.

• Minimum of five years detailed experience in Help Desk / Service Desk, coupled with five years of experience in IT, including operational, support and management services.

• U.S. Citizenship is required per contract.

• Experience in implementing ITIL-based methods of using industry recognized Service Desk ticket management software, such as Ivanti HEAT

Desired:

• FLETC Experience or other DHS agency experience

• Active Security Clearance

• HDI certification

• ITIL certification

• Project Management certification

About Us: 

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2024.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.