Full-Time
Service Desk Lead
Posted on 1/6/2026
Abacus Technology
501-1,000 employees
IT, engineering, and enterprise management services
No salary listed
No H1B Sponsorship
Kings Bay Base, GA, USA + 1 more
More locations: Carlsbad, NM, USA
In Person
US Citizenship Required
 IT & Security (1) |
|---|
- 5 years experience in the IT field providing help desk/service desk support.
- Bachelor’s degree in a related field.
- Experience providing operational, support, and management services for an enterprise service desk.
- Experience in implementing ITIL-based methods of using industry-recognized Service Desk ticket management software, such as Ivanti.
- Strong organizational, communication, and problem-solving skills.
- Able to lead and motivate a team in a fast-paced technical environment.
- Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution.
- Experience implementing service improvement initiatives, performance metrics, and end-user satisfaction programs desired.
- Must be a US citizen.
- Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.
- Lead and manage service desk operations to ensure prompt, professional, and effective IT support for all users across FLETC facilities.
- Oversee the use and configuration of ITIL-based service desk ticket management systems to track, monitor, and report on service requests and incidents.
- Provide technical guidance and mentorship to technical staff.
- Coordinate with other IT teams, vendors, and stakeholders to escalate and resolve complex technical issues.
- Develop, document, and implement standard operating procedures (SOPs) and service level agreements (SLAs) to ensure consistent service delivery.
- Monitor ticket queues, performance metrics, and customer feedback to identify trends and drive process improvements.
- Support IT projects by providing input on user impact, communication strategies, and service transition planning.
- Promote a culture of customer service excellence, accountability, and teamwork within the Service Desk environment.
- HDI
- ITIL
- and/or PMP certifications preferred
Abacus Technology provides professional IT, engineering analysis, and enterprise management services. It helps clients solve complex technology challenges by delivering integrated, cost-conscious solutions that improve productivity. The company works by offering a full range of support services across information technology, engineering analysis, and enterprise management, tailoring solutions to each project and guiding work from planning to deployment. Compared with competitors, Abacus Technology emphasizes total client satisfaction, a comprehensive suite of services, and practical, results‑oriented outcomes designed to help customers “make technology count.” The goal is to help clients increase productivity and efficiency while keeping costs down by applying proven methods and expert support.
Company Size
501-1,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Chevy Chase Village, Maryland
Founded
1983
Simplify's Take
What believers are saying
- OASIS+ UR contract extends through December 2034 with five-year option.
- Established relationships with DoD, NASA, DoS, and DoE agencies.
- Government-wide acquisition vehicle expands addressable market beyond traditional contracting.
What critics are saying
- Loss of small business status eliminates 54151HACS cybersecurity SIN flexibility.
- Lacks visible AI/ML expertise as federal budgets shift toward emerging technologies.
- Leadership succession risk with 43-year tenure creates client relationship vulnerability.
What makes Abacus Technology unique
- Holds three OASIS+ contract vehicles enabling worldwide federal service delivery.
- GSA Schedule access across IT, cybersecurity, management consulting, and engineering.
- Multi-award GWAC structure supports fixed-price, cost-reimbursement, and time-and-materials engagements.
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Benefits
Health Insurance
Paid Vacation