Service Desk Lead

Service Desk Lead

Location: Quantico, VA Contract Duration: One year contract starting March 2026 (with potential extension through March 2031) Summary: KeenLogic is seeking a Service Desk Lead to join one of our government clients. This is a full-time, onsite position offering Fortune 500-level benefits including health, dental, vision, PTO, 401(k), and life insurance. The Marine Corps Recruiting Command (MCRC) needs a team to keep its nationwide Recruiting Command Enterprise Network (RCEN) highly available, reliable, and secure so recruiters can do their jobs across ~6,000 users and 1,500+ sites CONUS/OCONUS.

The Service Desk Lead oversees the daily operations of the Enterprise Service Desk (ESD), the central point of contact for IT support across the Recruiting Command Enterprise Network (RCEN). The Lead ensures recruiters and staff nationwide receive timely and effective Tier-1 support. The ESD operates Monday through Friday from 6:00 a.m. to 10:00 p.m. Eastern, with 24/7 on-call coverage after hours.

In this role, the Lead manages a team that handles incidents, requests, and account services through phone, chat, email, walk-ins, and BMC Remedy. Success depends on maintaining strong first-contact resolution rates, meeting defined response times, and ensuring high customer satisfaction. The Lead also partners closely with Tier-2/3 teams, network and core services leads, cybersecurity staff, and program leadership to resolve escalations and keep recruiters productive.

Minimum Qualifications:

• U.S. Citizen
• Active Secret or Top Secret clearance
• Bachelor's degree in Information Technology, Computer Science, Information Systems/Management Information Systems, Cybersecurity, or similar

Primary Responsibilities:

• Oversee daily operations of the Service Desk, including staffing, queue management, ticket triage, and escalations. The desk operates Monday–Friday, 6:00 a.m.–10:00 p.m. ET, with after-hours on-call coverage.
• Ensure service levels are met, driving strong first-contact resolution rates, timely ticket closure, and rapid response to after-hours incidents (within 60–120 minutes as required).
• Maintain and improve knowledge resources, keeping SOPs accurate, updated annually, and accessible for staff, while coaching the team to deliver consistent customer service.
• Manage incident and request workflows, resolving issues related to user accounts, permissions, end-user devices, conference rooms, VoIP/mobile, and MCRISS, and escalating to Tier-2/3 teams or the Program Office when necessary.
• Administer the ITSM toolset, operating effectively within BMC Remedy's dual-instance environment and ensuring records are accurate, auditable, and properly closed out.
• Communicate proactively with customers and stakeholders, providing updates, outage notifications, and clear expectations for incident resolution.
• Coordinate planned changes and maintenance, aligning with CAB processes, scheduling user impacts thoughtfully, and ensuring proper documentation of approvals.
• Plan and deliver surge support for special events with higher call volumes, submitting surge plans promptly and ensuring resources are aligned to meet demand.
• Support device lifecycle management at MCRC HQ, including imaging, updating, deploying, and tracking laptops, and assisting with CMR reviews and inventories.
• Track performance and drive improvements, contributing data to weekly and monthly reports, identifying trends, surfacing risks, and recommending process or tool enhancements.