Top 12 Help desk shift lead Jobs in Chantilly, Va

Help Desk Shift Lead
Everforth ECS —Fairfax, VA
- Office
- 3 years
- Senior level
Operations Team Shift Lead
Booz Allen Hamilton —Chantilly, VA
- $86,800 - $198,000 a year
- Weekends as needed
- Mid-level
- Office
- Databases
- Health insurance
- Flexible spending account
7d
Software Support Engineer (Third Shift)
Appian Corporation —McLean, VA
- $50,000 - $125,000 a year
- Night shift
- Mid-level
- Bachelor's degree
- Experience equivalent to degree accepted
- Employee stock purchase plan
- Disability insurance
Quick Apply
Critical Incident Command (CIC) Shift Lead
Maximus —Tysons, VA
- $60,000 - $90,000 a year
- Computer science
- Computer Science
- 5 years
- Paid holidays
- Disability insurance
Help Desk Specialist I Shift Lead (Copyright)
Computer World Services —Washington, DC
- $55,000 - $65,000 a year
- Full-time
- Research
- Mid-level
- High school diploma or GED
CIC Analyst
Maximus —Tysons, VA
- $40,000 - $65,000 a year
- Remote
- Computer science
- Azure
- Computer Science
- Paid holidays
- Disability insurance
Junior CIC Analyst
Maximus —Tysons, VA
- $40,000 - $50,000 a year
- Remote
- Computer science
- Azure
- Computer Science
- Paid holidays
- Disability insurance
Network Operations Center (NOC) Tier 1 Shift Lead
Computer World Services —Ashburn, VA
- 12 hour shift
- Hybrid work
- 5 years
- Mentoring
- Senior level
Azure Shift Supervisor (Technical SME)
Accenture Federal Services —Reston, VA
- $86,400 - $176,200 a year
- Computer science
- Computer Science
- Mid-level
- Paid time off
11d
SME STOC Watch Specialists
ProcureTeq —Arlington, VA
- Computer science
- Computer Science
- Mid-level

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IT Service Desk Specialist (Third Shift)
A&F Management Co. —New Albany, OH
Provide Tier 1 technical support to corporate, distribution, and retail store associates for basic software and hardware troubleshooting.

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help desk shift lead jobs near chantilly, va

Help Desk Shift Lead

Everforth ECS -
Fairfax, VA

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Job Details

Qualifications

Managing technical support teams
Stakeholder engagement
Managing teams in a customer support role
Quality assurance experience within IT
Customer support ticket management
Defect tracking tools
Cost-benefit analysis (CBA)
Ticketing system technical support
Stakeholder management

Full Job Description

Everforth ECS is seeking a Help Desk Shift Lead to work in the National Capital Region covering the Pentagon, Falls Church, and Fairfax. Please Note: This position is contingent upon contract award.

The War Data Platform (WDP) is a key initiative within the U.S. Department of War's (DoW) AI‑First strategy introduced in early 2026. The WDP focuses on operational warfighting data and aims to accelerate the deployment of artificial intelligence (AI) on the battlefield. The WDP extends to Unclassified, Secret, and Top Secret environments, and supports collaboration between Combatant Commands, Joint Staff directorates, Senior Executive Service leaders, and operational analysts.

The Help Desk Shift Lead provides operational oversight of the WDP User Support Desk during assigned shifts, ensuring service request queues are actively managed, Service Level Objectives are met, and mission-impacting issues are escalated and resolved with urgency across NIPRNet, SIPRNet, and JWICS environments. This role serves as the authoritative point of coordination between frontline Tier-1 support staff and senior engineering, cybersecurity, and platform operations elements during each operational period.
Oversees operational performance of mission support activities across multi-enclave environments used for defense analytics platforms such as War Data Platform (WDP) Core Integration, Joint All-Domain analytics missions, and headquarters-level decision support systems.
Conducts shift-based monitoring of service request queues using ServiceNow, Jira Service Management, and automated escalation tools to identify workload distribution patterns, track service response times, and measure compliance with Service Level Objectives, key performance parameters, and operational readiness indicators.
Executes triage, routing, and coordination procedures to advance resolution of account access issues, onboarding requests, resource allocation tasks, privileged access troubleshooting, and technical inquiries passed from Tier 1 to higher operational elements.
Performs quality assurance reviews on ticket documentation, customer interactions, and procedural adherence to maintain accuracy, operational discipline, and mission-aligned service consistency.
Utilizes monitoring dashboards, analytic reporting tools, and performance trending metrics to identify bottlenecks, prioritize critical workload, and highlight systemic issues requiring engineering or process intervention.
Coordinates with senior duty officers, watch floor personnel, and cross-functional support teams to communicate impacts affecting mission commanders, senior executives, and warfighter communities operating on NIPRNet, SIPRNet, and JWICS.
Provides shift change briefings, operational summaries, and daily status updates supporting continuity of operations, surge readiness, and sustained delivery of user support capabilities.
Strengthens service quality, operational throughput, and customer experience outcomes through disciplined shift leadership practices aligned with defense mission values.
Performs other duties as assigned.

Requirements:

Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
3–10 years of experience in IT help desk operations, technical support leadership, or a closely related field, with demonstrated ability to oversee shift-based service delivery in enterprise or multi-enclave environments.
Hands-on experience with IT service management platforms such as ServiceNow or Jira Service Management, including queue management, SLO tracking, ticket quality assurance, and operational reporting in support of defense or federal government missions.
Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).

Req Benefits:

Benefits - Everforth ECS

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Refine Your Search

help desk shift lead jobs in chantilly, va

Help Desk Shift Lead

Operations Team Shift Lead

Software Support Engineer (Third Shift)

Critical Incident Command (CIC) Shift Lead

Help Desk Specialist I Shift Lead (Copyright)

CIC Analyst

Junior CIC Analyst

Network Operations Center (NOC) Tier 1 Shift Lead

Azure Shift Supervisor (Technical SME)

SME STOC Watch Specialists

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