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Strategic Operational Solutions

Senior Service Desk/Team Lead

Pay: Not specified

Posted: 3 weeks ago

Location: Morgantown, WV (Onsite)

Last Updated: 3 weeks ago

Hours: Full-Time

Expires: 9/24/2026

Career Insights for Help Desk Technician / Analyst

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Based on West Virginia data

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What they do

A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.

$54,334 / year median in West Virginia

-14% projected decline

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Job Description

Brief Overview of Position:

Strategic Operational Solutions (STOPSO) is seeking candidates for the Senior Service Desk Lead / COOP Site Lead role that that serves the organization. Your goal will be to ensure the team provides customers with accurate, efficient, and courteous responses to their requests. This role could be filled both onsite at a Government facility or at a contractor provided facility. STOPSO is

ISO 9001, ISO 20000-1, ISO 27001

certified and

CMMI-SVC

Level 2 appraised IT Services and Solutions company. We look for talented people to join our Team to develop and deliver solutions. Our environment is cutting-edge and highly rewarding, our team members are constantly learning and sharing their knowledge with our customers and each other. Our employees receive recognition for the solutions they provide to our customers and the value they bring to our company. Consider joining us today to make a difference.

Primary Responsibilities:

The Service Desk Lead/COOP Site Lead provides operational leadership for Service Desk delivery while maintaining readiness and execution of Continuity of Operations (COOP), disaster recovery, and alternate site operations. This position ensures uninterrupted customer support services during emergency situations and transitions between primary and alternate operating locations. Additionally, in this position you will: Serve as operational lead for Service Desk continuity planning and execution. Manage alternate COOP site readiness and testing activities. Coordinate continuity exercises and disaster recovery events. Ensure recovery objectives are achieved during operational disruptions. Maintain staffing plans, emergency rosters, and operational procedures. Direct continuation of customer support services during emergencies. Coordinate with Government leadership during contingency operations. Develop after-action reports and improvement plans. Support cybersecurity, resilience, and emerging technology initiatives.

Qualifications:

Must be able to pass federal background investigation and obtain a Public Trust Bachelor's degree in Information Technology, Business Continuity, Emergency Management, or related discipline. Seven (7) years of Service Desk or IT Operations leadership experience. Three (3) years of continuity planning or disaster recovery experience. Experience managing geographically dispersed support operations.

Desired Skills:

HDI Support Center Manager. ITIL Foundation or higher. CBCP (Certified Business Continuity Professional). HDI Support Center Manager. PMP certification.