Service Desk Lead

Company: Booz Allen Hamilton
Location: Fayetteville
Posted on: April 2, 2026

Job Description:

Service Desk Lead The Opportunity: A well-functioning Airborne ISR (AISR) Operations Center is critical to enable USSOCOM to achieve their missions, but how can an organization make sure their network and systems will support their no-fail mission? That’s why we need an experienced Network and Systems Engineer like you with an operational mindset, who knows what it takes to provide the best capability to our warfighters. As the AISR Support Lead on our team, you'll use your experience in support of a mission critical global C2ISR infrastructure to enable sensor data transport. Under broad direction, you will upgrade and expand network-wide infrastructure, troubleshoot and resolve complex network issues, analyze current working infrastructure, and increase security, reliability, and availability for mission-critical network and SATCOM systems. As the AISR Support Lead, you will influence team members, the customer, and vendors to define, analyze, and provide solutions for the customer’s sensor data transport requirements. Your knowledge will come in handy as you optimize client operations and support modernization. Further your career with us as we help USSOCOM maintain their network and support critical partners in the DoD. Join us. The world can’t wait. You Have: 10 years of experience with IT Help Desk or Service Desk, supporting customers in a technical environment, performing network administration or network engineering, including leveraging monitoring, network diagnostic, and network analytics tools, and configuring and installing network devices and services such as routers, switches, firewalls, load balancers, VPN, or QoS Experience creating and updating Knowledge Articles for internal and external customer-facing use Experience with ticketing and knowledge management systems such as ServiceNow, and virtual applications such as VMware vSphere, v Center , or ESXi Knowledge of ITIL concepts, and networking protocols such as IPSEC, HSRP, BGP, OSPF, 802.11, or QoS Ability to report briefings and findings of complex technical and operational topics to leadership, and liaise with vendors and IT personnel for problem resolution Ability to work within established configuration and change management policies to ensure awareness, approval, and success of changes made to the network infrastructure, and advise on selection and implementation of security tools, policies , and procedures in conjunction with the cybersecurity team Ability to translate technical troubleshooting steps into clear, concise, and customer-friendly documentation, and collaborate with technical teams to validate content accuracy Secret clearance Bachelor’s degree in CS, IT, or Engineering DoD 8140 IAT Level II Certification such as CCNA Certification Nice If You Have: Experience with VMWare NSX Experience developing standard operating procedures ( SOPs ) , quick reference guides, and training materials Experience with root-cause analytic tools to measure article performance, deflection rates, and usage met rics Knowledge of Gem One and KG Ability to analyze ticket trends and propose knowledge gaps or process improvement TS / SCI clearance Cisco CCNP Certification Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information ; Secret clearance is required. Compensation At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page. Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $61,900.00 to $141,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date. Identity Statement As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud. Candidate AI Usage Policy AI is a part of our daily work at Booz Allen, and we are committed to the responsible and ethical use of AI tools. However, we want to ensure a fair candidate process based on your own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) or other tools to assist with responses during interviews (whether in-person or virtual) is prohibited unless permission is explicitly provided . Work Model Our people-first culture prioritizes the benefits of collaboration, whether it occurs in person or virtually. To support engagement and effective communication, employees working virtually are generally expected to have their cameras on during meetings. Remote : If this position is listed as remote, there may still be occasions when you are required to work in person at a Booz Allen or customer facility. Hybrid : If this position is listed as hybrid, you will be expected to work from a Booz Allen facility frequently, in alignment with leadership expectations and the needs of the role. You may also be required to work from or visit a customer facility. Onsite : If this position is listed as onsite, work will primarily be performed at a Booz Allen office or customer facility, where employees will collaborate directly with colleagues and customers as required by the role. Commitment to Non-Discrimination All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.

Keywords: Booz Allen Hamilton, Wilmington , Service Desk Lead, IT / Software / Systems , Fayetteville, North Carolina