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Service Desk Lead USTRANSCOM 

resume-library  |  United States  |  

United StatesUnited States (US)
Information Technology/Other
Work Type:
Work Time:
Full Time


Service Desk Lead USTRANSCOM



For more than 30 years, NCI Information Systems has been a leading provider of digital transformation solutions and services to U.S. government agencies. With its Platform™, NCI is at the forefront of implementing artificial intelligence (AI) solutions to solve the government’s most complex mission challenges. Headquartered in Reston, Va., NCI is accelerating public sector AI adoption to create a government workforce that is exponentially more creative and productive. For more information, visit .


NCI is proud to be recognized as a 2022 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.



Job Description 

The Service Desk Lead is responsible for managing a top-notch service desk in support of HQ USTRANSCOM. The Service Desk Lead shall prepare reports on incidents status and performance of request fulfillment.



Provides daily supervision and direction to staff who are repsonsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed

Serves as the highest level point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac) and printer problems

Assigns corrective action requirements

Develops and manages training in accordance with established corrective priority categories

Coordinates system trouble reports with database analysts, system and application programmers, and functional database managers

Ensures compliance with electronic and physical security procedures and standards

Establishes and oversees effective call reporting and action system



Bachelor’s Degree or equivalent related experience

Working knowledge in all aspects of automation, telecommunications, and IT networks

Excellent troubleshooting and problem solving skills

Good communication skills: be able to communicate with ease in front of large audiences of senior IT and communications personnel

At least four (4) years of experience managing a Service Desk tool suite for a large enterprise network

Experience with an automated trouble ticket system

Supervisory experience




4 - 9 Years




Desired Service Desk Manager Certification, e.g., Service Desk Institute (SDI) Service Desk Manager, Help Desk Institute (HDI) Support Center Team Lead

Minimum of three (3) years of experience with Service Operations and IT Service Management

Preferred a minimum of ten (10) years of experience in Information Technology




This position requires the ability to perform the below essential functions:


Sitting for long periods

Standing for long periods

Ambulate throughout an office

Ambulate between several buildings

Stoop, kneel, crouch, or crawl as required

Repeatedly lift and carry weight up to 50 pounds

Travel by land or air transportation 10 %


About NCI:

It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected class or category as may be defined by federal, state, or local laws or regulations. In addition, we affirm that all compensation, benefits, company-sponsored training, educational assistance, social, and recreational programs are administered without regard to race, color, religion, national origin, gender, age, disability, genetic information, veteran status, sexual orientation, or gender identity. It is our firm intent to support equal employment opportunity and affirmative action in keeping with applicable federal, state, and local laws and regulations.  NCI is a VEVRAA Federal Contractor.