IT Service Desk Lead
About The Position
The IT Service Desk Lead oversees the daily operations, service delivery, and technical performance of a high-volume IT Service Desk responsible for Tier 1–3 support. The role ensures operational excellence across incident management, customer service, quality assurance, performance reporting, and coordination across IT teams. The lead provides hands-on support for complex technical issues, manages escalations, develops service documentation and training, monitors operational performance, and ensures compliance with Government and enterprise requirements. The position is located in Vienna, Virginia, and requires an active TS/SCI clearance.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- At least 8 years of IT Service Desk or IT operations experience, including supervisory responsibilities.
- Active TS/SCI security clearance.
- DoD 8570 IAT II certification, such as Security+ CE.
- Experience supporting DoD enterprise environments, including JWICS, NIPR, SIPR, and NSANET.
- Experience with Remedy or a similar ITSM platform.
- Strong leadership, communication, and staff development skills.
Nice To Haves
- ITIL v4, A+, or Network+ certification.
- Experience with Windows and Unix/Linux operating systems.
- Working knowledge of enterprise networking fundamentals.
- Experience applying business analysis techniques to enhance operations.
Responsibilities
- Provide hands-on support for complex issues involving desktops, laptops, mobile devices, peripherals, networks, and enterprise systems.
- Lead Tier 2–3 escalations as needed, support senior technical staff, and ensure issues follow appropriate resolution paths.
- Ensure staff follow approved escalation processes and maintain efficient information flow across the service organization.
- Develop, maintain, and optimize SOPs, knowledge articles, training materials, and technical documentation.
- Oversee staff training, performance improvement, and quality standards aligned with Government requirements.
- Monitor and analyze incident trends, service request volumes, escalation patterns, and operational risks, and implement corrective actions as needed.
- Prepare and deliver weekly and monthly performance reports covering SLA compliance, trend analysis, capacity forecasting, and year-to-date comparisons.
- Submit required monthly Service Desk reporting no later than the fifth business day.
- Ensure compliance with contract requirements, SLAs/OLAs, cybersecurity policies, and enterprise IT governance standards.
- Provide proactive communications and status updates to the Government PM/COR regarding incidents, risks, outages, and performance concerns.
- Participate in daily IT operations meetings and coordinate with infrastructure, network, cybersecurity, and application teams.
- Identify service improvement opportunities and implement enhancements to increase efficiency and customer satisfaction.
Benefits
- Medical, dental, and vision insurance
- Flexible Spending Accounts
- Short-term and long-term disability insurance
- Life insurance
- Paid time off and holidays
- Earned bonuses and awards
- Professional training reimbursement
- Employee Assistance Program
- Paid parental leave
- Immediate vesting in the 401(k)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
