IT Service Desk Lead

Diné Development Corporation • Washington, DC

3d

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 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.

Requirements

• Minimum 7 years of experience leading or managing enterprise IT service desk operations.
• Active Top Secret Clearance 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.
• U.S. citizenship required.

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.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Life and disability coverage
• Retirement savings with company match
• Paid time off
• Voluntary supplemental benefits
• Access to an employee assistance program
• Educational assistance with tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior