Service Desk Team Lead

Job overview

The Service Desk Team Lead role is onsite in Arlington, VA. The target annual salary range is $130,000–$155,000. The role supports the Federal Deposit Insurance Corporation (FDIC). The lead oversees service desk agents and supervisors, ensuring service processes, quality, reporting, and continuous improvement are managed effectively. The position serves as a customer-facing escalation and coordination point for the service desk team.

What you'll do

• Own ITSMS process handling on the Service Desk
• manage Service Desk supervisors
• coordinate staff training
• liaise with the FDIC Service Delivery Designee and contractor Change lead
• manage operational reports
• represent the team with customers
• lead Continuous Service Improvement activities
• monitor live or recorded calls for quality assurance
• serve as an escalation point
• attend Change Advisory Board meetings
• participate in Problem Management.

What we're looking for

Skills & competencies

service desk team lead

arlington va

teksynap

fdic

federal government

it service management

service desk operations

continuous service improvement

public trust clearance

day shift monday–friday

evenings and weekends may be requested

$130,000–$155,000/year

Work arrangement

• Weekend coverage required

Benefits & perks

• Health, dental, vision, 401(k), life insurance, short- and long-term disability plans, vacation time, and holidays.

Why this role

Requires 10+ years of Service Desk Services experience, including at least 3 years in an IT outsourcing environment; ability to receive Public Trust clearance; may be asked to work evenings and weekends.

About the employer

TekSynap is hiring for this role. Industry: Process, Physical Distribution, and Logistics Consulting Services. Sector: 54.