Description
Position Summary:
The Senior Support Desk Lead manages front-line support operations for users and stakeholders. You will lead support desk analysts, oversee ticket handling and escalation, maintain support knowledge, and ensure users receive timely, accurate, and professional assistance.
Key Responsibilities:
- Lead day-to-day support desk operations, analyst coordination, ticket triage, escalation, and service-quality monitoring
- Ensure incidents, service requests, user questions, and access issues are documented, prioritized, routed, and resolved according to procedures
- Maintain support processes, scripts, knowledge articles, FAQs, user guidance, and escalation paths
- Monitor ticket queues, SLA performance, trends, recurring issues, and customer-satisfaction indicators
- Coordinate with operations, DevSecOps, engineering, training, communications, and client stakeholders on issue resolution and user impacts
- Support release readiness, known-issue tracking, hypercare, and post-release support planning
- Coach support desk analysts and review interactions for accuracy, professionalism, and consistency
- Use AI-assisted support tools to summarize tickets, identify trends, draft knowledge articles, and improve response quality
PHYSICAL DEMANDS:
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Inadev Corporation does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin
INTEGRITY AND COMPLIANCE NOTICE:
All information provided by applicants must be complete, truthful, and accurate. Any intentional misrepresentation of skills, experience, credentials, or identity may result in removal from consideration for this and future employment opportunities.
For positions supporting U.S. federal government contracts, applicants may be subject to background investigations and employment eligibility verification in accordance with federal regulations. Providing false information during this process may be subject to review and action as required under applicable federal laws and security regulations.
Inadev is proud to be an Equal Opportunity Employer and a federal contractor committed to compliance with all applicable EEO, OFCCP, and federal hiring standards.
Requirements
Non-Technical Requirements:
- Must be a U.S. Citizen.
- Must be willing to work a HYRBID Schedule (2 Days) in Reston, VA & client locations in the Washington D.C. area as required.
- Ability to pass a 7-year background check and obtain/maintain a U.S. Government Clearance
- Strong communication and presentation skills.
- Must be able to prioritize and self-start.
- Must be adaptable/flexible as priorities shift.
- Must be enthusiastic and have passion for learning and constant improvement.
- Must be open to collaboration, feedback and client asks.
- Must enjoy working with a vibrant team of outgoing personalities.
Required Qualifications:
- 5+ years of service desk, help desk, technical support, customer support, or IT operations experience
- 2+ years leading support staff, ticket queues, escalation processes, or service desk operations
- Experience with ITSM tools, ticket triage, knowledge management, SLAs, and customer-service metrics
- Strong troubleshooting, communication, documentation, organization, and customer-service skills
- Ability to coordinate issue resolution across technical and non-technical teams
- Bachelor's degree or equivalent experience in information systems, business, or a related field
Preferred Qualifications:
- Federal IT modernization, government service desk, or financial-regulatory support experience
- ITIL Foundation, HDI, ServiceNow, or equivalent support/service-management certification
- Experience supporting 24/7 operations, release hypercare, access management, or enterprise user communities
- Familiarity with AI-assisted ticket analysis, knowledge management, chatbot support, or support reporting tools
Skills Required
- U.S. citizenship
- Willingness to work a hybrid schedule two days in Reston, Virginia, and at Washington, D.C.-area client locations as required
- Ability to pass a seven-year background check
- Ability to obtain and maintain a U.S. government clearance
- Strong communication and presentation skills
- Ability to prioritize and self-start
- Adaptability and flexibility as priorities shift
- Collaboration, openness to feedback, and responsiveness to client requests
- Five or more years of service desk, help desk, technical support, customer support, or IT operations experience
- Two or more years leading support staff, ticket queues, escalation processes, or service desk operations
- Experience with ITSM tools, ticket triage, knowledge management, SLAs, and customer-service metrics
- Strong troubleshooting, communication, documentation, organization, and customer-service skills
- Ability to coordinate issue resolution across technical and non-technical teams
- Bachelor’s degree or equivalent experience in information systems, business, or a related field
- Federal IT modernization, government service desk, or financial-regulatory support experience
- ITIL Foundation, HDI, ServiceNow, or equivalent support/service-management certification
- Experience supporting 24/7 operations, release hypercare, access management, or enterprise user communities
- Familiarity with AI-assisted ticket analysis, knowledge management, chatbot support, or support reporting tools
What We Do
Formed in 2011, INADEV is focused on its founding principle to build innovative customer-centric solutions incredibly fast, secure, and at scale. Remaining true to this founding principle, INADEV has grown to an award-winning global company delivering world-class digital experiences to the largest federal agencies, commercial companies (both large and small), non-profits, and state and local organizations. Solving our clients’ biggest challenges with practical solutions, INADEV accelerates customer time to market. We continually achieve these outcomes for our customers through our culture and team dynamic, driven by our PLEDGE: · Promoting diversity of backgrounds to bring forward the most creative and best ideas · Leading with courage that fosters a tenacious work ethic that delivers on our promises · Establishing collaborative partnerships where the client is always first · Delivering innovation through teamwork where we have created an environment that encourages curiosity and promotes life-long learning. · Governing ourselves with integrity and honesty that promotes strong ethics, transparency, and trustworthiness · Enjoying our work and the people around us where our passion is demonstrated in everything we do
