ApplyLogic Consulting Group, LLC

Service Desk Lead

ApplyLogic Consulting Group, LLC  •  Washington, DC (Onsite)  •  5 hours ago
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Job Description



ApplyLogic is a fast-paced Service-Disabled Veteran-Owned Small-Business, headquartered in Vienna, VA. Our people are our greatest asset, and our company culture is grounded on that belief. We offer challenging and interesting work in a friendly and supportive environment. Through prime and subcontracts, we deliver best-in-class expertise to solve complex technical problems. 

We're looking for a talented Service Desk Lead to join our team in Washington, DC. This position will support a complex government client and will provide oversight of daily Service Desk operations in a ServiceNow-driven environment. In this role, you will lead frontline support staff, manage ticket flow and escalations, and help ensure timely, high-quality end-user support in a secure Federal environment. 

Work Location:

Onsite – Work from one of our office locations.

Clearance: 

Must be US citizen with the ability to obtain a Secret security clearance.

Primary Roles and Responsibilities: 
  • Lead daily Service Desk operations supporting phone, email, portal, and walk-up requests
  • Manage ticket queues, assignment, prioritization, and escalation workflows
  • Monitor SLA compliance for first response, resolution, and customer service metrics
  • Supervise Tier 1 and Tier 2 support staff
  • Coordinate support for incidents, requests, and recurring issue trends
  • Support development and maintenance of SOPs and Knowledge Base Articles
  • Assist with reporting, dashboard review, and service improvement recommendations
  • Coordinate with leadership and technical teams on high-priority issues and outages
Required Education, Experience, & Skills:
  • Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience
  • 5+ years of IT Service Desk or service delivery experience
  • Experience leading or supervising support personnel
  • Strong written, verbal, and customer service skills
  • Ability to manage competing priorities in a fast-paced environment
  • ServiceNow ITSM or comparable ticketing platforms
  • Windows 11, Microsoft 365, remote support tools, and account administration
  • ITIL-aligned service delivery practices
  • Ticket queue management, escalation handling, and incident coordination
  • Support documentation, SOP maintenance, and knowledge article development
  • Service metrics, trend analysis, and operational reporting
Preferred Qualifications:
  • ITIL v4 Foundation
  • CompTIA A+
  • CompTIA Security+ or CySA+

The Perks of Being on Our Team

ApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are:
  • Employee Assistance Program
  • 401K
  • Medical/Dental/Vision Insurance
  • Life/Short-Term Disability/Critical Illness/Accident Insurance
  • 15 PTO Days 
  • 11 Federal Holidays
  • Up to $5K towards continuing education and/or professional development 
ApplyLogic Consulting Group, LLC

About ApplyLogic Consulting Group, LLC

ApplyLogic is a certified Service-Disabled Veteran Owned Small Business (SDVOSB) and leading provider of integrated technology solutions to customers across the public and private sectors. Our business is about optimizing your business, through the full range of IT services that are critical to both daily operations and long-term strategic plans. We have been recognized at both the national and local levels as a fast-growing market leader, with a commitment to excellence and quality that is validated through ISO 9001:2015 Certification and consistently reflected in the services we deliver. ApplyLogic is a Local Disadvantaged Business Enterprise (LDBE), certified in Virginia, and recognized as such in many other states across the country.

We provide scalable, end-to-end solutions that safeguard your network and data, streamline processes, and create efficiencies that save time and money, helping your business prosper. ApplyLogic consultants bring best-in-class technical expertise in the areas of:

■ Cybersecurity

■ Digital Transformation

■ Migration & Modernization

■ Complex Program & Project Management

Our goal is to exceed your expectations. Responsive, reliable and trusted to meet customers’ needs— and quality is a core value.

Relationships matter—even in IT. For us, every new engagement is an opportunity to prove our excellence, deepen your trust and make ourselves the long-term solution to your organization’s ongoing IT needs. When will you Apply Logic?

Industry
IT & Software
Company Size
11-50 employees
Headquarters
Vienna, Virginia
Year Founded
2004
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