The Desktop Support Team Lead serves as a frontline technical and operational leader supporting the AFNCR IT Services program at The Pentagon. In this role, you will direct and mentor a small-to-medium-sized multidisciplinary team of desktop specialists and technicians dedicated to maintaining high availability and rapid issue resolution for Department of the Air Force (DAF) personnel across both the United States Air Force and the United States Space Force.
Pay Range $73,450.00 - $132,775.00
- Direct, mentor, and schedule a small-to-medium-sized team of Tier I/Tier II desktop support technicians, routine requirements personnel, and walkup desk specialists at the Pentagon.
- Supervise and prioritize incident, service request, and work order queues in BMC Remedy and ServiceNow to ensure strict adherence to Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
- Act as the primary escalation point for complex technical challenges, VIP/senior leader inquiries, and critical system outages.
- Monitor team productivity, first-contact resolution rates, equipment turnaround cycles, and ticket backlog trends.
- Deliver white-glove, customer-focused walk-in technical support for Pentagon-based DAF personnel (USAF and USSF).
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- Master’s Degree
- Nice to have: DISA Joint Service Provider (JSP) processes
- Nice to have: ITIL Foundation
- Nice to have: Microsoft Certified: Modern Desktop Administrator Associate
