Service Desk Lead

Govcio LLC • Washington, DC

6d • Onsite

About The Position

GovCIO is hiring a Service Desk Lead to oversee daily IT support operations across Tier 1 and Tier 2 in a secure, mission-focused ITSM environment. The team is distributed across five regional data centers. This front-line operations leader manages service desk staff, ensures timely ticket resolution, maintains service levels, and drives continuous improvement using ITIL and ServiceNow. The role owns daily queue health by prioritizing work, balancing workloads, and protecting SLA performance, and serves as the escalation point for complex issues requiring advanced troubleshooting and sound judgment.

The position is on-site in Washington, DC. The Service Desk Lead supports Windows enterprise environments, Microsoft 365 services, and mission-critical systems within NIST 800-53 constraints. The role partners with cybersecurity, engineering, cloud operations, and mission teams to maintain secure and stable environments; mentors technicians; refines processes; and drives automation to improve service responsiveness and efficiency.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field with 15+ years of experience, or commensurate experience; four additional years of relevant experience may substitute for the degree.
• 15 years of experience in IT operations and technical support, including at least 1–2 years in a technical leadership, team lead, or senior support role.
• Experience supporting identity and access management systems, including coordination with the Security Database of Record for user access workflows.
• Experience supporting Office tools, Exchange, SharePoint, and enterprise file services.
• Experience with modern ITSM platforms supporting automation, service delivery, and operational excellence.
• Experience with Windows Server, Active Directory, Office 365/Microsoft 365, and enterprise applications.
• Strong technical foundation in PowerShell scripting and basic automation capabilities.
• Certifications: PMP, Agile PM, CompTIA A+, and ITIL 4+ Foundation.
• Must be able to acquire US Mint/Department of Treasury Public Trust clearance.

Nice To Haves

• Experience supporting Attribute-Based Access Control (ABAC) environments, including user attribute verification and access request coordination.
• Experience implementing and supporting enterprise ITSM processes using Jira Service Management for automation, scalable service delivery, and operational excellence.
• Experience supporting Azure environments, including Azure AD/Entra ID and Microsoft 365 services.
• Experience with endpoint management tools such as SCCM, Intune, or similar, and mobile device management (MDM).
• Knowledge of STIG-based configurations and operational procedures.

Responsibilities

• Operate within NIST 800-53 constraints to provide compliant, resilient support for Windows enterprise environments, Microsoft 365 services, and mission-critical systems.
• Support secure, reliable operations for endpoints, identities, and data using STIG-based configurations.
• Partner with cybersecurity, engineering, cloud operations, and mission teams to maintain secure, stable environments.
• Document and maintain runbooks, standards, and knowledge articles that meet audit requirements and support onboarding.
• Coordinate identity and access activities and support Attribute Based Access Control (ABAC) workflows.
• Implement intelligent ticket routing, automated categorization, and self-service solutions using PowerShell and ServiceNow ITSM features.
• Reduce manual handoffs, improve first-call resolution, and build transparent workflows that surface bottlenecks.
• Track and act on response and resolution times, customer satisfaction, and first-contact fix rates.
• Use data insights to coach team members, improve processes, and communicate trends to leadership.
• Lead incident response efforts from triage through root cause analysis.
• Manage scheduling and staffing coverage.
• Facilitate cadence meetings, training, and knowledge sharing across shifts.
• Oversee daily service desk operations, manage staff, prioritize and balance queue workloads, resolve escalations, and maintain service levels.

What This Job Offers

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