New

Service Desk Support Technician Site Lead

Agile Defense, LLC

2800 Powder Mill Road (Show on map)
Nov 21, 2025
At Agile Defense we know that action defines the outcome and new challenges require new solutions. That's why we always look to the future and embrace change with an unmovable spirit and the courage to build for what comes next. Our vision is to bring adaptive innovation to support our nation's most important missions through the seamless integration of advanced technologies, elite minds, and unparalleled agility-leveraging a foundation of speed, flexibility, and ingenuity to strengthen and protect our nation's vital interests. Requisition #: 1303 Job Title: Enterprise Service Desk Site Lead Location: Adelphi, MD Clearance Level: Secret Required Certification(s): Security+ or higher SUMMARY The U.S. Army Research Laboratory (ARL) of the U.S. Army Research Development and Engineering Command (RDECOM) is the Army's corporate laboratory. It's a diverse assortment of unique facilities and a dedicated workforce of government and private sector partners make up the largest source of world-class integrated research and analysis in the U.S. Army. ARL discovers, innovates and transitions research to provide the best technologies for our Soldiers. ARL's program consists of basic and applied research and survivability/lethality and human factors analysis. JOB DUTIES AND RESPONSIBILITIES * Lead day-to-day operations of ALC support staff to ensure all phases of support are coordinated * Responsible for ensuring ample staffing coverage on VCC, Bullpen, Warehouse and Ticket Queues * Maintain strong relationships with teams across the program to achieve Service Desk objectives * Serve as escalation point for staff and customers then resolve/communicate as required * Regularly perform metrics trend analysis to ensure team executes in accordance with SLA's * Act as technical go to person for management and less seasoned technicians * Work with management to develop, communicate, and implement procedures and best practices * Responsible for training and mentoring fellow team members in areas of expertise * Model behavior as it relates to ServiceNow ticket creation, handling, and documentation * Closely monitor ServiceNow dashboards to ensure that Critical/High tickets are given top priority * Closely monitor VCC dashboards to ensure response times and abandoned calls are in line * Perform technician performance and quality reviews * Meet with each team member at minimum once per month for in-person coaching sessions * Manage and Lead team of IT professionals supporting Agile Defense and Army Research Lab QUALIFICATIONS Required Certifications * Security+ or higher (required) * Computing Environment Cert (preferred) Education, Background, and Years of Experience * A bachelor's degree in information technology, Computer Science, or a related field is preferred, or equivalent experience in IT Support Services (3-4 Years of experience in an IT Support Role) * Leadership experience - Informal or formal experience in a leadership role, to include mentoring new hires, leading projects, or acting as a team lead in a previous role ADDITIONAL SKILLS & QUALIFICATIONS Required Skills * Strong leadership, problem-solving, communication (verbal and written), customer service, time management, and conflict resolution skills * PC hardware and operating systems (Preferred: Windows, Linux, MAC), printers, scanners, computer peripherals, Mobile devices (iOS) Preferred Skills * ServiceNow/Other Ticketing System experience WORKING CONDITIONS Environmental Conditions * Contractor site with 0%-10% travel possible. Possible off-hours work to support releases and outages. General office environment. Work is generally sedentary in nature but may require standing and walking for up to 10% of the time. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. Work is generally performed within an office environment, with standard office equipment available. Strength Demands * Sedentary - 10 lbs. Maximum lifting, occasional lift/carry of small articles. Some occasional walking or standing may be required. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Physical Requirements * Stand or Sit * Walk * Repetitive Motion * Use Hands / Fingers to Handle or Feel * Talk or Hear * See Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are. We also believe in supporting our employees by offering a competitive and comprehensive benefits package. To explore the benefits we offer, please visit our website under the Careers section. Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do. Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated. Honest - Be Trustworthy. Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support. Humble - Be Grounded. Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task. Hungry - Be Eager. Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges. Hustle - Be Driven. Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply for this job