IT Service Desk Lead

Diné Development Corporation•Washington, DC

5d•$154,000 - $174,000

About The Position

The IT Service Desk Lead oversees daily enterprise IT service desk operations supporting OCIO users and stakeholders. The role manages operational support activities across Tier 0, Tier 1, and coordinated Tier 2 functions, ensuring high-quality customer service, incident resolution, and operational performance in accordance with contract requirements and ITIL best practices. The position is contingent upon contract award. The role requires at least seven years of experience leading or managing enterprise IT service desk operations, an active Top Secret clearance, and U.S. citizenship. A bachelor's degree in Information Technology, Computer Science, or a related field is preferred. HDI Support Manager and ITIL Foundation certifications are also preferred. The position pays a stated salary range of $154,000 to $174,000, with actual compensation determined by factors including responsibilities, qualifications, internal equity, and market considerations. Diné Development Corporation is a Navajo Nation–owned family of companies providing IT, professional, environmental, and research and development services to government agencies and commercial organizations. Eligible full-time employees receive medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement.

Requirements

Minimum 7 years of experience leading or managing enterprise IT service desk operations.
Active Top Secret Clearance required.
U.S. Citizenship required.
Demonstrated experience implementing or operating ITIL-based service desk environments.
Experience managing incident management systems and service desk performance metrics.
Strong customer service, team leadership, and communication skills.
Experience supporting ServiceNow or similar ITSM platforms.
Ability to operate effectively in fast-paced, mission-critical federal environments.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
HDI Support Manager Certification preferred.
ITIL Foundation Certification preferred.

Responsibilities

Lead day-to-day service desk operations and ensure consistent delivery of enterprise IT support services.
Manage incident management, request fulfillment, escalation handling, and customer communications.
Ensure compliance with established SLAs, SOPs, quality standards, and performance metrics.
Supervise service desk personnel and coordinate staffing coverage during operational hours.
Monitor ticket queues, escalation timelines, customer satisfaction metrics, and service performance trends.
Coordinate with Tier 2 and Tier 3 teams to resolve complex technical issues.
Oversee service desk reporting, ticket documentation quality, and knowledge management activities.
Support onboarding of new bureaus and users into the enterprise service desk environment.
Manage VIP support coordination and high-priority incidents.
Identify recurring operational issues and implement process improvements and automation opportunities.
Support knowledge base development, self-service initiatives, and user communications.
Participate in continuity of operations and surge support activities as required.