Service Desk Lead with Security Clearance

Service Desk Lead Quantico, VA Overview: The MCRC Enterprise Service Desk (ESD) is the primary IT support arm for the MCRC G-6, providing Tier-1 customer service to the nationwide recruiting force from MCRC HQ in Quantico, VA. Clearance: Must be clearable to SECRET Certifications (choose one): CompTIA Security, CND, GFACT, or GSEC Required Experience -5 years of experience leading Tier-1 IT support operations and act as the first point of contact for IT issues via Remedy, phone, email, chat, and walk-ins. -Provide account, mobile device, laptop, VoIP, and conferencing system support. -Support MCRISS Legacy and Next systems, including PII/PHI-related tickets. -Operate and maintain BMC Remedy ITSM modules (Incident, Change, Asset, Service Request, etc.). -Escalate issues to Tier-2/3, MCCOG, or MCRISS Program Office. -Manage imaging, deployment, and tracking of government laptops and assist with inventory/CMR reviews. -Maintain SOPs, process improvements, and provide Remedy training as required. Coverage: Normal support: Mon–Fri, 0600–2200 ET. On-call: 24x7x365 with 60–120 min response times depending on hours. Qualifications: Experience in enterprise Tier-1 IT support and service desk leadership. Familiarity with BMC Remedy ITSM. Strong troubleshooting, communication, and customer service skills. Meet DoD 8570 requirements (Security, CND, GFACT, or GSEC).

Location: Quantico, Virginia, US

Posted Date: 10/25/2025