Help Desk Lead
Company: MSM Technology, LLC
Location: Gainesville
Posted on: February 18, 2026
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Job Description:
Job Description Job Description Description: We are seeking a
Help Desk Lead to support a law enforcement customer in Washington,
DC. This position is contingent on contract award, and in this role
you will: Be responsible for overall management support and
coordination for Help Desk support for Tier levels I/II/III, (e.g.,
Tier I (phone and e-mail), Tier II (on-site, floor), Tier III
(advanced hardware and software break/fix)), and Asset Management.
Lead a team of technicians providing broad-based technical support
to end-users of networks, systems, and related services. The
Service Desk Manager shall provide support to a customer base of
over 3,200 users in a high-profile environment. Be required to be
onsite in downtown Washington, DC five (5) days per week.
Requirements: Possess an active Information Technology
Infrastructure Library V4 (ITIL 4) certification. Minimum of 5
years’ overall experience with increasing responsibilities in
information systems management. 3-5 years supervisory experience
Bachelor’s degree in Computer Science, Engineering, Information
Systems, Business, or other relevant discipline or related field
Industry specific certification such as CompTIA A certification,
Microsoft Certified Solutions Expert (MCSE), Help Desk Institute
(HDI) certification, or equivalent Candidates must be willing and
able to pass a customer background check, equivalent to Public
Trust level Expert working knowledge of ServiceNow Experience in a
quality assurance environment that includes, at a minimum,
knowledge of: customer satisfaction tracking; user complaint and
monitoring programs; and quality control programs Excellent written
and verbal communication skills, including experience in presenting
material to senior Government officials Proven experience with
manpower utilization, training, problem resolution, and employee
relations (including teaming partners or sub-Contractors)
Keywords: MSM Technology, LLC, Germantown , Help Desk Lead, IT / Software / Systems , Gainesville, Maryland
