Service Desk Team Lead

AMERICAN SYSTEMS is an employee-owned federal government contractor supporting national priority programs through our strategic solutions in the areas of Information Technology, Test & Evaluation, Program Mission Support, Engineering & Analysis, and Training.

• Establish and implement Tier 2 and Tier 3 support for all stakeholders of DLSA systems, services, and components. 
• Provide user and help desk support Monday through Friday, 8:00 AM to 5:00 PM Central Time. 
• Receive and manage help tickets escalated from the AETC AIS Service Desk AASD for issues requiring deeper technical analysis and resolution. 
• Oversee and coordinate engineering and technical support activities across DLSA-supported systems. 
• Maintain the stability, reliability, and high-performance operation of systems and services. 
• Support a system of systems environment by leveraging both: 
• specialized technical expertise in specific technologies, and 
• broader general IT systems knowledge. 
• Lead or support longer term and strategic technical efforts, including deployment of new capabilities and service improvements. 
• Ensure service desk operations meet required service level agreements SLAs. 
• Serve as a key point of coordination for escalated technical issues requiring Tier 2 and Tier 3 intervention. 

• Bachelor’s degree and minimum 5 years of experience 
• Active Secret Clearance 
• Experience managing or supporting Tier 2 and Tier 3 IT service desk operations. 
• Experience in engineering and technical support for enterprise IT systems. 
• Strong knowledge of general IT systems and support processes. 
• Ability to work in environments requiring both specialized system expertise and broad technical coordination. 
• Experience maintaining system stability, availability, and performance. 
• Experience supporting or implementing new technical capabilities in an operational environment. 
• Experience with ServiceNow IT ticketing system.