Service Desk Deputy Team Lead

We are seeking a customer service-oriented Deputy Service Desk Team Lead to support an IT Service Desk and ensure timely, professional assistance to end users.  To be successful in the role, you must be collaborative, proactive, and adaptable, with a strong commitment to delivering high quality support in a fast-paced environment.  A willingness to lead, by example, support team development, and maintain a user first mindset is critical.

How the Service Desk Deputy Team Lead will make an impact:

• Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides.

• Document, maintain, and store specific information, including as-built diagrams and SOPs/Job Aides.

• Support focus teams or specialized projects to promote rapid improvement turnaround.

• Maintains a high-level of customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism while interfacing with users and senior staff members in person, on the phone and/or email.

• Analyzes and recommends alternative solutions to meet customer needs.

• Builds credibility and trust with customers and team members.

• Identifies areas of opportunity to improve customer satisfaction. 

• Must have excellent multi-tasking and time management skills.

• Supports the team process and participates in cross-functional teams.

• Responsible for handling after-hours on call support (when necessary).

Minimum Education/Experience Requirements: Bachelor’s degree and 10 years’ experience.

• Proven experience in IT service desk operations and end-user support (Tier I/II)

• Demonstrated ability to lead and coordinate day-to-day service desk activities, ensuring service levels and response times are met

• Experience supervising or mentoring personnel, including coaching, training, and performance feedback

• Strong understanding of incident, problem, and request management processes, and ability to escalate and resolve technical issues effectively

• Skilled in tracking KPIs and using service management tools such as ServiceNow

• Excellent customer service, communication, and interpersonal skills—able to interact professionally with end users, leadership, and stakeholders

• Ability to manage competing priorities in a high-volume, fast-paced IT support environment

• Experience preparing daily/weekly reporting, call metrics, and operational summaries for leadership

• Ability to step in for the Team Lead when needed, managing shift coverage, escalations, and customer briefings

• Familiarity with SLA/OLA tracking and supporting continual service improvement initiatives

Certifications: Must have active/Current CompTIA Security+ ce certification upon start.  If you start only with a Security+ ce, continued employment will be contingent on receiving the Computing environment certification (ITIL v4 Foundation) within 6 months after your start date. 

Security Clearance Level: Must have active SECRET Clearance and be able to maintain clearance.

Location: TARC Arlington, VA.  Onboarding/transition in period requires on-site support up to 45 days, if performance is good, telework can be considered.  Telework terms could change to full time on site at the direction of management or government.

Shift: M-F; however, it may require the ability to work any combination of hours (1st, 2nd, 3rd shift, weekends and holidays as requested).

Travel:  Availability to travel, but less than 10%.  Most team members do not have to travel.