Service Desk Lead

Job description

ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business, headquartered in Vienna, VA. Our people are our greatest asset, and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts, we deliver best-in-class expertise to solve complex technical problems. We're looking for a talented Service Desk Lead to join our team in Washington, DC. This position will support a complex government client and will provide oversight of daily Service Desk operations in a ServiceNow-driven environment. In this role, you will lead frontline support staff, manage ticket flow and escalations, and help ensure timely, high-quality end-user support in a secure Federal environment. Work Location: Onsite – Work from one of our office locations. Clearance: Must be US citizen with the ability to obtain a Secret security clearance. Primary Roles and Responsibilities: - Lead daily Service Desk operations supporting phone, email, portal, and walk-up requests - Manage ticket queues, assignment, prioritization, and escalation workflows - Monitor SLA compliance for first response, resolution, an...