Job Details

Service Desk Lead/SituationManager

Location: On-Site, Washington, DC

Citizenship Required: Yes

Clearance Type: Secret

Positions Available: 1

Salary Range: $140,000 - $150,000

At Cloudshape our employees have incredible opportunities to work in helping organizations securely transform their IT Infrastructure to meet the changing business cultures. We help government agencies transform their IT infrastructure using a solutions-driven approach that focuses on business outcomes rather than activities and tasks. This results in reduced capital requirements; lower and predictable operating costs; better alignment with business objectives; and reduced risk.

Our people make us who we are. We believe that to be a good partner for our clients we must have a solid team dynamic. We place emphasis on personal growth and learning new skills.

We are seeking a highly motivated, customer-oriented Service Desk Lead/SituationManager to join our team. The selected candidate will support different agencies in the federal government. This is an important position that will have a large impact on an already successful organization.

To be considered for this position, US Citizenship and an active Secret security clearance is required. This is a funded position and is contingent upon verification of a security clearance prior to starting with Cloudshape.

Primary Duties

• Ensure efficient and effective IT support operations
• Manage the help desk team to include overseeing escalations to Tier 2/3 or technical teams and ensuring timely resolution
• Provide high-quality support to users while serving as the on-site point of contact for IT services
• Monitor compliance with security policies, access controls, and IT standards
• Ensure that all tickets are logged, assigned, and resolved according to SLAs
• Monitor service desk metrics, including response times, resolution rates, and backlog
• Participate in troubleshooting complex technical issues when necessary

Required Qualifications

• Candidate must possess a Real ID Driver's License
• Bachelor's degree in a technical discipline or 4 years of experience in lieu of a degree
• 5+ years of experience
• On-call availability for escalations outside regular hours
• Strong leadership, mentoring, and conflict-resolution skills
• Excellent oral and written communication skills
• Excellent customer service skills
• Ability to manage multiple tasks simultaneously
• Ability to work in a team environment and manage a team
• US Citizen with an active Secret security clearance

Benefits

• Flexible Work Schedule
• Paid Time Off
• Medical, Dental and Vision Insurance
• Cloudshape will contribute to 401K plans without employee contributions
• Bonus Potential
• Life Insurance and AD&D Insurance
• Short-Term and Long-Term Disability Insurance
• Training Assistance
• Employee Referral Program

Cloudshape is proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or to perform the essential functions of the job, please contact ...@cloud-shape.com. U.S. Citizenship is required for most positions.

E-Verify Right to Work Poster; E-Verify Participation Poster; EEOC Know Your Rights Poster