SENIOR HELP DESK LEAD

Job Description

Ignite is an ISO 9001:2015 and CMMI Services Level 3 and Development Level 2 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. By design, Ignite is a provider of professional services to customers in educational, federal, and commercial industries and in every action seeks to be the preeminent provider within this business space.

The Senior Help Desk Lead is responsible for overseeing day-to-day help desk operations in support of mission-critical government systems. This role manages ticket intake, triage, escalation, and resolution processes while ensuring service levels, performance metrics, and customer satisfaction objectives are met. The Senior Help Desk Lead provides technical and operational leadership to Tier II and Tier III support staff and serves as the primary point of coordination between the help desk, engineering teams, and program leadership.

This pos...