--- title: 'Service Desk Lead at Ardent' canonical: 'https://feeny.ai/job/service-desk-lead-ardent-new-york-aw7csvvejv82' type: 'job' last_seen: '2026-10-16' --- # Service Desk Lead at Ardent - **Company:** Ardent - **Location:** New York, NY - **Posted:** 2026-04-25 - **Last confirmed live:** 2026-10-16 - **Apply:** https://boards.greenhouse.io/ardentmc/jobs/7852930?gh_jid=7852930 ## Job description Ardent is seeking a Service Desk Lead to join our team. This is an on-site position located in New York. Position Description: Ardent is seeking a Service Desk Lead to oversee day-to-day service desk operations, ensuring efficient delivery of end-user support services and maintaining high levels of system availability and user satisfaction. This role will provide leadership to service desk personnel, manage incident and request workflows, and ensure secure handling of enterprise systems and user access. Responsibilities and Duties: - Lead daily service desk operations, ensuring timely resolution of incidents and service requests. - Supervise and support Service Desk Technicians, including task assignment, performance oversight, and escalation management. - Manage user account provisioning, identity and access management, and privileged access controls. - Oversee ticket management processes, ensuring accuracy, prioritization, and adherence to SLAs. - Maintain and update system configurations, CMDB records, and asset tracking systems. - Ensure proper handling of sensitive operational and financial data in accordance with security requirements. - Coordinate with technical teams and stakeholders to resolve complex issues and improve service delivery. - Monitor trends in incidents and requests, identifying root causes and implementing improvements. - Enforce IT service management best practices and ensure compliance with contract and security requirements. - Support continuous improvement initiatives to enhance service desk performance and user experience. Requirements: - Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience. - Minimum of 5 years of experience in service desk or IT support roles, including leadership responsibilities. - Experience managing service desk operations in an enterprise environment. - Strong knowledge of incident management, ticketing systems, and IT service management processes. - Experience with identity and access management, including privileged account administration. - Ability to obtain a Tier 4 (High Risk Public Trust) background investigation. - Must be eligible for and capable of receiving privileged, administrative, or configuration-level system access. Preferred Qualifications: - Experience with ServiceNow or similar ITSM platforms. - ITIL Foundation or higher certification. - Experience supporting federal or highly regulated environments. - Strong understanding of CMDB, asset management, and configuration control processes. Due to the nature of the work we support, all candidates in consideration for this role must be willing to undergo the government issued background investigation process prior to receiving system access. We highly encourage all Veterans and those with disabilities to apply. Ardent is an equal opportunity employer. We will not discriminate in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity, gender expression, or any other basis protected by state, local, or federal law. ## About Ardent ## Company Overview - **One-liner**: Ardent Management Consulting delivers digital transformation, geospatial intelligence, and data science solutions to federal civilian agencies and the Department of Defense. - **Entity Type**: Private (subsidiary of Mission1st Group, Inc.) - **Headquarters**: Vienna, Virginia, United States - **Founded**: 2006 - **Founders**: Not publicly available (parent company Mission1st was founded by Richard Zareck II) ## Core Business - **Primary industry**: Government technology services, digital transformation, geospatial intelligence, data analytics, and cybersecurity. - **Target customers**: B2G – U.S. federal agencies (Department of Homeland Security, Department of Defense, Social Security Administration), state/local entities, and commercial/non-profit sectors. - **Mission or purpose**: “All In” – delivering mission-critical solutions at the speed of the mission, with a collective service mindset to serve clients, colleagues, and community. [ardentmc.com](https://www.ardentmc.com/) ## Products & Services - **Digital Transformation**: Modernizing legacy systems, cloud migration (FedRAMP environments), and enhancing user experiences. - **Geospatial Intelligence**: Spatial data science, Esri dashboarding, location-based applications, and GIS platform support. - **Data Science & Analytics**: Robotic process automation (RPA), machine learning, actionable insights, and data platform engineering. - **Cybersecurity & IT Support**: Security patch management, FISMA green scores, helpdesk, and system assessment/authorization. Source: [ardentmc.com](https://www.ardentmc.com/) ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company) - **Key Metric**: Annual Revenue – $23.3 million (as of 2026) [linkedin.com/company/ardent-mc](https://www.linkedin.com/company/ardent-mc) - **Notable Investors/Partners**: Parent company Mission1st Group, Inc.; clients include U.S. Air Force, DHS, and Social Security Administration. Certifications: ISO 9001:2015, CMMI-Dev V2.0 Maturity Level 3, ISO 27001:2013, ISO 20000-1:2018. [cbinsights.com/company/ardentmc](https://www.cbinsights.com/company/ardentmc) - **Growth Signals**: Awarded first-ever DoD contract (U.S. Air Force Geospatial Support IDIQ, Dec 2024). Named Top Workplace 2026. HIRE Vets Platinum Medallion Award 2025. Headcount of 84 employees with international presence (6 countries). [ardentmc.com/about-us](https://www.ardentmc.com/about-us/) ## Competitive Advantages - Nearly 20 years of federal mission experience, especially within DHS and civilian agencies. - Proven track record of rapid delivery (e.g., enterprise vaccination data solution built in two weeks). - Deep expertise in Esri geospatial technology, cloud platforms, RPA, and AI/ML. - Comprehensive compliance certifications (FedRAMP, FISMA, CMMI, ISO) reducing risk for government clients. - Strong veteran-friendly culture and recognition (HIRE Vets Platinum, 2025). ## Strategic Focus - Expanding footprint in the Department of Defense following the 2024 Air Force IDIQ award. - Investing in AI/ML innovation under CTO Mireille Estephan (former AWS Head of Engineering). - Pursuing strategic ventures and M&A through Chief Ventures Officer Ryan Jennings. - Continued emphasis on geospatial intelligence and data-driven automation for federal clients. ## Why Work Here - **Culture**: “All In” mission-first mindset; collaborative, fast-paced environment where insights and innovation are valued. Recognized as a Top Workplace 2026. - **Benefits**: Full medical coverage, $50/month gym & lifestyle stipend, annual professional development stipend, tuition reimbursement, flexible PTO, and 11 federal holidays off. [ardentmc.com/careers](https://www.ardentmc.com/careers/) - **Remote/Hybrid**: Not explicitly stated; headquarters in Vienna, VA, with offices in India, Puerto Rico, UAE, South Sudan, and Pakistan. Likely hybrid for some roles. - **Engineering culture**: Led by a CTO with AWS experience; emphasis on cloud, AI/ML, and geospatial technologies. Mentorship and thought leadership encouraged. - **Equal opportunity employer**: Veterans and individuals with disabilities are strongly encouraged to apply. ## Sources 1. [ardentmc.com/careers](https://www.ardentmc.com/careers/) 2. [ardentmc.com](https://www.ardentmc.com/) 3. [ardentmc.com/about-us](https://www.ardentmc.com/about-us/) 4. [linkedin.com/company/ardent-mc](https://www.linkedin.com/company/ardent-mc) 5. [cbinsights.com/company/ardentmc](https://www.cbinsights.com/company/ardentmc) ## Other roles at Ardent - [Tier 3 System Administrator Lead](https://feeny.ai/job/tier-3-system-administrator-lead-ardent-washington-dtmn7f589tsb) — Washington, DC - [Tier 3 Network Lead (CCNP Required)](https://feeny.ai/job/tier-3-network-lead-ccnp-required-ardent-washington-fspata1wwxzk) — Washington, DC - [Cyber Lead Auditor / Test Lead](https://feeny.ai/job/cyber-lead-auditor-test-lead-ardent-atlanta-d0sw4watvha6) — Atlanta, GA / Tallahassee, FL - [Geospatial Trainer / Outreach Coordinator](https://feeny.ai/job/geospatial-trainer-outreach-coordinator-ardent-remote-w5wpfzh9t731) - [Tier 2/3 Support Specialist](https://feeny.ai/job/tier-2-3-support-specialist-ardent-remote-9gjs0brkt7c1) - [Cloud Network Engineer](https://feeny.ai/job/cloud-network-engineer-ardent-remote-11n5bhrverym) - [ArcGIS Systems Administrator (Top Secret Clearance Required)](https://feeny.ai/job/arcgis-systems-administrator-top-secret-clearance-required-ardent-washington-zf92mnag9apv) — Washington, DC - [ArcGIS Systems Administrator (Top Secret Clearance Required)](https://feeny.ai/job/arcgis-systems-administrator-top-secret-clearance-required-ardent-huntsville-wvg2spe9y6se) — Huntsville, AL - [Senior System Architect](https://feeny.ai/job/senior-system-architect-ardent-washington-thz1y0jn5na5) — Washington, D.C. - [Senior Geospatial Application Developer](https://feeny.ai/job/senior-geospatial-application-developer-ardent-washington-fxrh5qrhh517) — Washington, D.C.