---
title: 'Service Desk Lead at PingWind'
canonical: 'https://feeny.ai/job/service-desk-lead-pingwind-huntsville-czb6ghjpfnpr'
type: 'job'
last_seen: '2026-09-11'
---

# Service Desk Lead at PingWind

- **Company:** PingWind
- **Location:** Huntsville, AL
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-13
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.lever.co/pingwind/427763f1-69c2-4f23-98ab-f3406f58e00e

## Job description

Location: Huntsville, AL Required Clearance: SECRET Required Education: Bachelor's degree in information technology, computer science, information systems, or a related field; equivalent relevant experience may be considered. Required Experience: Senior IT support or service-desk experience leading customer-facing technical support operations, ticket management, escalation, SLA performance, troubleshooting, and support metrics in an enterprise environment.

Position Description

PingWind is seeking a Service Desk Lead to direct responsive, customer-focused system support for PAE Fires users. The Service Desk Lead will oversee intake, triage, routing, troubleshooting, escalation, resolution, follow-up, and performance reporting to minimize user downtime, meet service-level expectations, and continuously improve the support experience.

Primary Responsibilities

Typical Responsibilities/Tasks:

- Lead embedded OCIO service-desk and user-support operations and ensure timely, effective, and professional responses to customer inquiries and technical support needs.
- Manage support requests received by telephone, email, and the Government-provided automated service desk system, including intake, logging, categorization, prioritization, routing, escalation, resolution, and follow-up.
- Direct diagnosis and troubleshooting of computer hardware and software issues and ensure customers receive clear step-by-step guidance and accurate technical assistance.
- Ensure support personnel maintain current proficiency with Government hardware, software, systems, and emerging technologies needed to resolve routine and complex user issues.
- Establish effective escalation and coordination practices with server, network, cybersecurity, application-development, asset-management, and other technical teams to restore service quickly.
- Monitor adherence to established service-level agreements and performance standards and take corrective action when response or resolution performance trends below expectations.
- Analyze service-desk activity and identify recurring issues, operational bottlenecks, support trends, training needs, and opportunities to improve first-contact resolution and customer satisfaction.
- Generate detailed performance reports covering call/ticket volumes, issue types, resolution times, trends, and other relevant support metrics in accordance with applicable reporting requirements.
- Provide technical leadership, workload management, coaching, and quality oversight for service-desk personnel while maintaining a professional customer-service culture.

Required Qualifications

- Demonstrated experience leading an enterprise service desk, help desk, or deskside/user-support operation with formal ticketing and escalation processes.
- Strong troubleshooting knowledge across end-user hardware, Windows-based computing environments, common enterprise applications, accounts/access, peripherals, and connectivity issues.
- Experience managing SLAs, response/resolution targets, ticket backlogs, priority/escalation practices, support metrics, and trend reporting.
- Ability to translate technical information into clear, professional guidance for end users and to coordinate complex incidents with specialized technical teams.
- Experience using automated service-management/ticketing systems and producing operational reports for leadership review.
- Strong team leadership, customer-service, communication, coaching, and workload-management skills.
- Ability to support mission-driven operational hours and after-hours/on-call requirements when authorized and required by specific tasks.
- SECRET security clearance.

Desired Qualifications

- ITIL Foundation/Managing Professional, HDI, or comparable service-management certification.
- Experience leading service desk operations in an Army/DoD or other Federal Government environment.
- Experience with endpoint management, remote support, knowledge management, and service analytics/reporting tools.
- DoD 8140-aligned cybersecurity qualification where required by assigned cyberspace work.

## About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL. [www.PingWind.com](https://www.pingwind.com/)

Our benefits include:

- Eleven Federal Holidays
- Paid Time Off accrued each pay period
- Parental Leave
- Three medical plan choices with generous employer contribution
- Dental and Vision Insurance
- Company paid Short-Term and Long-Term Disability
- Company paid Life and AD&D Insurance
- 401k with competitive matching and vesting schedule
- Continuing education assistance
- Short Term / Long Term Disability & Life Insurance
- Medical, Dependent Care and Commuter Flexible Spending Accounts
- Employee Assistance Program
- Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)
- 529 College Savings Plan
- Legal Insurance
- Pet Insurance

Salary Range

$97k-$135K

The pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) job responsibilities, education, certifications, experience, as well as internal equity mapping and alignment with market data, or other applicable laws.

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law

## About PingWind

## Company Overview
- **One-liner**: PingWind is a technology services company delivering cybersecurity, IT modernization, and supply chain solutions primarily to U.S. federal agencies.
- **Entity Type**: Private (Privately Held; certified SDVOSB – Service-Disabled Veteran-Owned Small Business)
- **Headquarters**: Annandale, Virginia, United States
- **Founded**: 2012 (per company website) or 2015 (per LinkedIn) – conflicting reports exist; the company’s official site states 2012. [pingwind.com](https://www.pingwind.com/about) | [linkedin.com](https://linkedin.com/company/pingwind-inc-)
- **Founders**: Not publicly disclosed

## Core Business
- **Primary industries**: IT Services and IT Consulting; Cybersecurity; Supply Chain Management; Digital Transformation
- **Target customers**: U.S. federal government (Departments of Veterans Affairs, Health and Human Services, Defense, Army, Navy, Energy, Treasury, Labor, General Services Administration, etc.)
- **Mission or purpose**: “Utilize leading edge technology and best practices to help clients secure information, modernize systems, and optimize performance.” [pingwind.com](https://www.pingwind.com/about)

## Products & Services
PingWind organizes its offerings into four core capability areas, delivered as consulting and managed services:
- **Advanced Threat Intelligence**: Cybersecurity remediation, RMF & ATO expertise, Zero Trust Architecture, predictive analysis, cloud security, microelectronics engineering & security.
- **Supply Chain & Risk Management**: Supply chain planning & analytics, operational risk mitigation, category management, demand forecasting, inventory optimization, continuity of operations / resilience planning.
- **Digital Transformation & Automation**: Systems & app engineering, Agile solution development, DevSecOps, XaaS, legacy system sustainment & enhancement, process transformation.
- **AI-Driven Operations & Machine Learning**: AI & advanced analytics, data engineering & management, model development/training/evaluation, ML Ops & scalable deployment, intellectual property development, graph data science.

PingWind also maintains expertise with platforms such as Salesforce, Pega, Microsoft Dynamics, ServiceNow, MuleSoft, Microsoft Power Platform, AWS, Azure, and Elastic. [pingwind.com](https://www.pingwind.com/capabilities)

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: Over 250 employees across 37 states and OCONUS (per company website) or 148 employees (per LinkedIn) – conflicting headcount data; official site claims larger workforce.
- **Notable Investors/Partners**: Joint ventures include Ailani Wind (with Ailani Hawaiian Federal – SBA 8(a) NHO), PingWind United (with 42 United – WOSB), and Clear Vantage Point Solutions (CVPS II) (with Peraton Inc.). [pingwind.com](https://www.pingwind.com/capabilities)
- **Growth Signals**: Expansion through mentor‑protégé joint ventures to capture set‑aside contracts; active hiring across multiple roles (60+ open positions as of search date); presence in federal contracting with top agencies.

## Competitive Advantages
- **Certified SDVOSB** – qualifies for set‑aside contracts and sole‑source awards within the federal market.
- **CMMC Level 2 C3PAO Certified** – validates ability to protect Controlled Unclassified Information (CUI) per DoD requirements; also holds ISO 9001, 20000, 27001 certifications and CMMI Level 3 Development & Services.
- **Deep federal domain expertise** – founders and leadership have military, federal government, and Fortune 100 experience.
- **Mentor‑protégé joint ventures** – provide unique contracting privileges (direct awards, exemption from bid protests, no competitive thresholds) that give a strategic advantage in government bids.

## Strategic Focus
- **Current priorities**: Deepening AI/ML and automation capabilities; expanding through joint ventures to tap into 8(a) and WOSB set‑aside markets; sustaining high security certifications to maintain trust with defense and civilian agencies.
- **Growth drivers**: Increasing demand for Zero Trust, supply chain risk management, and digital transformation across the federal government; leveraging past performance to win larger contracts.

## Why Work Here
- **Culture**: Great Place to Work‑Certified™; emphasizes trust, performance, and longevity in client relationships; values include curiosity, collaboration, and continuous learning.
- **Work‑life balance**: Offers flexible work hours, remote work options, and observance of Federal holidays.
- **Professional development**: Encourages training, continued education, and certifications; a culture of learning and growth.
- **Community involvement**: Active in STEM education and supports service‑disabled Veterans (e.g., Virginia Values Veterans organization).
- **Perks**: Competitive salaries and benefits; opportunity to work on mission‑critical projects for the U.S. government.
- **Recruitment fraud warning**: PingWind posts all legitimate openings on its official careers page and LinkedIn; any other solicitations should be reported. [pingwind.com](https://www.pingwind.com/careers) | [jobs.lever.co](https://jobs.lever.co/pingwind)

## Sources
1. [pingwind.com – About](https://www.pingwind.com/about)
2. [pingwind.com – Careers](https://www.pingwind.com/careers)
3. [linkedin.com – PingWind](https://linkedin.com/company/pingwind-inc-)
4. [jobs.lever.co – PingWind](https://jobs.lever.co/pingwind)
5. [pingwind.com – Capabilities](https://www.pingwind.com/capabilities)

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