Enterprise Service Desk Lead

Enterprise Service Desk Lead Astrion - 3.2 Huntsville, AL Job Details Full-time 22 hours ago Qualifications Endpoint Security Managing technical support teams Mobile device support Managing teams in a customer support role Team leadership Incident management software Public Cloud Incident Escalation Communication platforms Internal employee customer service Cloud service support Productivity software support Desktop (troubleshooting support) Remote access management Remote access software Azure AD Customer support ticket management Desktop applications Mobile device management MFA Productivity software VPN management Identity and access management (IAM) solutions Desktop administration Intune IT department experience Ticketing system technical support

Full Job Description Overview:

Enterprise Service Desk Lead

LOCATION

Huntsville, AL (ONSITE)

JOB STATUS

Full-time

CLEARANCE

Active Secret Clearance Required

CERTIFICATION

CompTIA Security+ or equivalent 8140-compliant certification

TRAVEL:

Less than 25% Astrion has an exciting opportunity for an Enterprise Service Desk Lead to support enterprise IT operations and end-user support services at our Huntsville, AL location. This onsite position requires a technically skilled and customer-focused professional capable of leading daily service desk activities, mentoring junior support personnel, and supporting enterprise infrastructure, cybersecurity, and end-user computing operations.

REQUIRED QUALIFICATIONS / SKILLS

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field with 5+ years of relevant IT experience OR Associate degree with 8+ years of related experience Minimum of 3 years of experience in a Service Desk Lead, Help Desk Supervisor, or senior IT support role Current relevant IT Industry certification(s) that meet DoD 8140 requirements (CompTIA Security+, Cloud+, Microsoft, Cisco, or equivalent preferred) Strong understanding of Windows 11 environments, Microsoft Office 365, Azure Gov, and enterprise IT support operations Experience with Microsoft Defender, Intune, Remote Support tools, and Microsoft Entra ID Ability to diagnose and resolve advanced technical issues involving workstations, mobile devices, VPN connectivity, MFA, and enterprise applications Experience managing and prioritizing Help Desk tickets in a fast-paced enterprise environment Excellent customer service, communication, and leadership skills Ability to work collaboratively with infrastructure, cybersecurity, and compliance teams Strong organizational skills with the ability to manage multiple priorities and escalations Active Secret security clearance required

KEY RESPONSIBILITIES

Lead daily Enterprise Service Desk operations and ensure timely resolution of end-user support requests Provide technical support for hardware, software, mobile devices, and enterprise applications Manage and prioritize Help Desk tickets while maintaining excellent customer service standards Support workstation setup and provisioning including operating system installation, updates, and Azure enrollment Configure, maintain, and troubleshoot company laptop/desktop systems and related IT peripherals Support user account administration including password resets, MFA enrollment, and Office 365 account management Assist users with VPN connectivity, remote access, and enterprise collaboration tools Provide onboarding support for new employees including workstation setup and initial credential distribution Troubleshoot hardware, software, printer, and connectivity issues Support enterprise asset management and configuration management processes Coordinate with Cyber Operations teams to assist with malware remediation, endpoint investigations, and cybersecurity incident response activities Collaborate with the Enterprise IT Service team to communicate end-user requirements and support infrastructure upgrades Assist Cybersecurity Compliance teams with audits, evidence collection, and policy compliance activities Mentor and guide junior service desk personnel and assist with knowledge-sharing initiatives Document technical procedures, troubleshooting steps, and recurring support solutions Position requires Monday through Friday onsite support at the Huntsville, AL office

Desired:

Experience with

ManageEngine ServiceDesk Plus/Pro and BeyondTrust Remote Support Desired:

Experience supporting hybrid cloud environments including

Microsoft Azure or AWS Desired:

Background in Windows Server and Linux (RHEL preferred) administration

Desired:

Experience with enterprise network administration and troubleshooting

Desired:

Experience with IT asset management and configuration management processes

Desired:

Prior experience supporting cybersecurity compliance audits and documentation collection

Desired:

Experience mentoring junior IT support staff or coordinating service desk operations

Work Environment:

Onsite role located in Huntsville, AL Fast-paced enterprise IT environment supporting internal users and mission operations Collaborative team environment with interaction across cybersecurity, infrastructure, and compliance teams Opportunities to support enterprise modernization and continuous improvement initiatives