{"id":114942,"url":"https://alion.io/job/pingwind-inc-sdvosb-service-desk-lead","title":"Service Desk Lead","company":{"id":1874,"name":"PingWind","domain":"pingwind.com","url":"https://alion.io/company/pingwind","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":78,"open_postings":27,"ghost_share":0,"stale_share":0.889,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Huntsville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":97000,"max":135000,"currency":"USD","period":"year","gross":null,"usd_annual":135000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-13T14:14:10Z","employer_posted_date":"2026-08-13","last_verified_at":"2026-10-27T18:48:51Z","board_verified":true,"closed_at":null,"days_open":75,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":75},"description":"Location: Huntsville, AL\nRequired Clearance: SECRET\nRequired Education: Bachelor's degree in information technology, computer science, information systems, or a related field; equivalent relevant experience may be considered.\nRequired Experience: Senior IT support or service-desk experience leading customer-facing technical support operations, ticket management, escalation, SLA performance, troubleshooting, and support metrics in an enterprise environment.\nPosition Description\nPingWind is seeking a Service Desk Lead to direct responsive, customer-focused system support for PAE Fires users. The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations, and continuously improve the support experience.\nPrimary Responsibilities\nTypical Responsibilities/Tasks:\nLead embedded OCIO service-desk and user-support operations and ensure timely, effective, and professional responses to customer inquiries and technical support needs.\nManage support requests received by telephone, email, and the Government-provided automated service desk system, including intake, logging, categorization, prioritization, routing, escalation, resolution, and follow-up.\nDirect diagnosis and troubleshooting of computer hardware and software issues and ensure customers receive clear step-by-step guidance and accurate technical assistance.\nEnsure support personnel maintain current proficiency with Government hardware, software, systems, and emerging technologies needed to resolve routine and complex user issues.\nEstablish effective escalation and coordination practices with server, network, cybersecurity, application-development, asset-management, and other technical teams to restore service quickly.\nMonitor adherence to established service-level agreements and performance standards and take corrective action when response or resolution performance trends below expectations.\nAnalyze service-desk activity and identify recurring issues, operational bottlenecks, support trends, training needs, and opportunities to improve first-contact resolution and customer satisfaction.\nGenerate detailed performance reports covering call/ticket volumes, issue types, resolution times, trends, and other relevant support metrics in accordance with applicable reporting requirements.\nProvide technical leadership, workload management, coaching, and quality oversight for service-desk personnel while maintaining a professional customer-service culture.\nRequired Qualifications\nDemonstrated experience leading an enterprise service desk, help desk, or deskside/user-support operation with formal ticketing and escalation processes.\nStrong troubleshooting knowledge across end-user hardware, Windows-based computing environments, common enterprise applications, accounts/access, peripherals, and connectivity issues.\nExperience managing SLAs, response/resolution targets, ticket backlogs, priority/escalation practices, support metrics, and trend reporting.\nAbility to translate technical information into clear, professional guidance for end users and to coordinate complex incidents with specialized technical teams.\nExperience using automated service-management/ticketing systems and producing operational reports for leadership review.\nStrong team leadership, customer-service, communication, coaching, and workload-management skills.\nAbility to support mission-driven operational hours and after-hours/on-call requirements when authorized and required by specific tasks.\nSECRET security clearance.\nDesired Qualifications\nITIL Foundation/Managing Professional, HDI, or comparable service-management certification.\nExperience leading service desk operations in an Army/DoD or other Federal Government environment.\nExperience with endpoint management, remote support, knowledge management, and service analytics/reporting tools.\nDoD 8140-aligned cybersecurity qualification where required by assigned cyberspace work.\nAbout PingWind\nPingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL.\nwww.PingWind.com\nOur benefits include:\n· Eleven Federal Holidays\n· Paid Time Off accrued each pay period\n· Parental Leave\n· Three medical plan choices with generous employer contribution\n· Dental and Vision Insurance\n· Company paid Short-Term and Long-Term Disability\n· Company paid Life and AD&D Insurance\n· 401k with competitive matching and vesting schedule\n· Continuing education assistance\n· Short Term / Long Term Disability & Life Insurance\n· Medical, Dependent Care and Commuter Flexible Spending Accounts\n· Employee Assistance Program\n· Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)\n· 529 College Savings Plan\n· Legal Insurance\n· Pet Insurance\nSalary Range\n$97k-$135K\nThe pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.\nVeterans are encouraged to apply\nPingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law","description_format":"text","description_chars":5839,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":["401k plan","Education assistance","Equity","Life insurance","Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","IT Consulting & Digital Transformation","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-08-13T14:14:10Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":72500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.338,"p_room":0.28,"age_days":74,"expected_fill_days":29,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":135000,"is_top_pay":true},"html_url":"https://alion.io/job/pingwind-inc-sdvosb-service-desk-lead","json_url":"https://alion.io/job/pingwind-inc-sdvosb-service-desk-lead.json","meta":{"generated_at":"2026-10-27T20:10:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11168,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1874},"rest":"https://alion.io/mcp/rest/get_company?id=1874"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpingwind-inc-sdvosb-service-desk-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpingwind-inc-sdvosb-service-desk-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpingwind-inc-sdvosb-service-desk-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pingwind-inc-sdvosb-service-desk-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpingwind-inc-sdvosb-service-desk-lead"}]}