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DP
Dunhill Professional Search
Service Desk Lead - Secret Clearance
Career Insights for Technical Support Manager / Supervisor
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Scorecard
Based on Virginia data
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What they do
A Technical Support Manager or Supervisor manages the work of technical support staff for a company or retail electronics store. Coordinates and supervises technical support operations or technical support services to customers. May train technical staff and help to resolve customer issues.
$77,141 / year median in Virginia
-12% projected decline
Job Description
Job Requirements Quantico, VA Top Secret/SCI Polygraph Unspecified Career Level not specified $91,000 - $145,000 Job Description Position Summary The Service Desk Lead oversees daily operations of the external-facing service desk, supporting customers/clients with product, technical, or account issues. This role combines hands-on customer support with team leadership - supervising analysts, managing ticket/call queues, and ensuring service levels and customer satisfaction targets are met. Key Responsibilities Supervise, schedule, and mentor Service Desk Analysts/Agents handling customer calls, chats, and tickets. Serve as the escalation point for complex, sensitive, or dissatisfied-customer issues. Monitor queues (calls, chat, tickets) in real time to ensure SLAs and response-time targets are met. Track and report on key metrics: CSAT/NPS, average handle time, first-contact resolution, SLA compliance, ticket backlog. Monitor and support Tier 0 (self-service/chatbot) deflection effectiveness for external users. Develop and maintain customer-facing support procedures, macros/canned responses, and knowledge base articles. Handle escalated customer complaints professionally, aiming for first-contact resolution and retention. Coach agents on product knowledge, communication skills, and de-escalation techniques. Coordinate with Product, Engineering, and Account Management teams on recurring or high-impact customer issues. Identify trends in customer inquiries and recommend process, product, or documentation improvements. Administer the ticketing/CRM system (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - queue setup, routing rules, tagging. Ensure compliance with SLAs defined in customer contracts and service agreements. Support onboarding and training of new customer support agents. Assist in after-hours/weekend coverage planning as needed for customer-facing support. Work hours are either 6A-2P or 12P-8P ET. Required Qualifications Bachelor's degree, or Associate degree +2 years relevant experience, or 4 years relevant experience 3+ years of experience in customer-facing technical support or service desk role. Strong customer service and de-escalation skills; experience handling escalated/upset customers. Experience with CRM/ticketing platforms (Zendesk, Salesforce, Freshdesk, ServiceNow, etc.). Excellent verbal and written communication skills. Ability to multitask across channels (phone, email, chat) under time pressure. Demonstrated ability to coach and motivate a customer-facing team. Must have an active Secret Clearance. Candidates must have a Security+ certification or other DoD IAT-II compliant certification Preferred Qualifications Familiarity with SLA-driven, contractual support environments. ITIL Foundation or customer service certification (e.g., HDI) a plus.