Service Desk Lead

Accenture Federal Services • Lorton, VA

2d • Onsite

About The Position

The Service Desk Lead is a front-line operations leader who ensures fast, high-quality end‑user support across Tier 1 and Tier 1.5 in a secure, mission‑focused ITSM environment. This role sets the tone for service excellence by mentoring technicians, refining processes, and driving automation so the desk scales efficiently without sacrificing responsiveness or rigor. You will own daily queue health—prioritizing, balancing workloads, and protecting SLA performance—while serving as the escalation point for complex issues that require advanced troubleshooting, clear judgment, and calm in high‑stakes situations. The Work: Operate within PL‑3 constraints to ensure compliant, resilient support for Windows enterprise environments and Microsoft 365 services (Exchange, SharePoint, Office, enterprise file services) and Azure Virtual Desktop (AVD). Champion secure, reliable operations for endpoints, identities, and data using STIG‑based configurations and JSIG‑aligned procedures. Partner closely 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 speed onboarding. Coordinate identity and access activities while supporting Attribute‑Based Access Control (ABAC) workflows. Implement intelligent ticket routing, automated categorization, and self‑service solutions using PowerShell, Power Automate, Power Apps, and ITSM platform features. Reduce manual handoffs, improve first‑call resolution, and build transparent workflows that surface bottlenecks. Track and act on performance metrics: response/resolution times, customer satisfaction, and first‑contact fix rates. Use data insights to coach team members, improve processes, and communicate trends to leadership. Lead the desk’s efforts during incidents — from triage through root‑cause analysis. Manage scheduling and staffing coverage. Facilitate cadence meetings, training, and knowledge‑sharing across shifts.

Requirements

• 5-10 years of experience in IT operations and technical support, with 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 Security Database of Record for user access workflows
• Experience supporting PL-3 environments across AVD, 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 with PowerShell scripting and basic automation capabilities
• Possess a DoD 8570/8140 Certification
• Active TS/SCI clearance or higher
• Must have a valid US passport

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 leveraging Jira Service Management to enable automation, scalable service delivery, and operational excellence.
• Experience supporting Azure environments, including Azure Virtual Desktop (AVD), Azure AD/Entra ID, and Microsoft 365 services
• Knowledge of Azure subscriptions, resources, and basic cloud service support
• Experience supporting Azure Storage, including Storage Accounts and secure access patterns for mission workloads
• Familiarity with Azure Virtual Machines, including basic troubleshooting, monitoring, and performance support
• Understanding of Azure Virtual Networks, connectivity issues, VPN troubleshooting, and secure network architectures supporting PL-3 and mission systems
• Familiarity with enterprise monitoring and analytics such as Azure Monitor, Log Analytics, and basic Kusto Query Language (KQL) for operational troubleshooting
• Experience with endpoint management tools (SCCM, Intune, or similar) and mobile device management (MDM)
• Knowledge of STIG-based configurations and JSIG-compliant operational procedures.
• Experience with Power Platform (Power Automate, Power Apps) for service desk workflow automation
• Certifications in relevant technical areas (e.g., CompTIA A+, Network+, Security+, Microsoft certifications, ITIL Foundation, HDI Support Center Manager)

Responsibilities

• Ensure fast, high-quality end‑user support across Tier 1 and Tier 1.5 in a secure, mission‑focused ITSM environment.
• Mentor technicians, refine processes, and drive automation for efficient scaling.
• Own daily queue health, prioritizing, balancing workloads, and protecting SLA performance.
• Serve as the escalation point for complex issues.
• Operate within PL‑3 constraints for Windows enterprise environments and Microsoft 365 services (Exchange, SharePoint, Office, enterprise file services) and Azure Virtual Desktop (AVD).
• Champion secure, reliable operations for endpoints, identities, and data using STIG‑based configurations and JSIG‑aligned procedures.
• Partner closely with cybersecurity, engineering, cloud operations, and mission teams.
• Document and maintain runbooks, standards, and knowledge articles.
• Coordinate identity and access activities while supporting Attribute‑Based Access Control (ABAC) workflows.
• Implement intelligent ticket routing, automated categorization, and self‑service solutions using PowerShell, Power Automate, Power Apps, and ITSM platform features.
• Reduce manual handoffs, improve first‑call resolution, and build transparent workflows.
• Track and act on performance metrics: response/resolution times, customer satisfaction, and first‑contact fix rates.
• Use data insights to coach team members, improve processes, and communicate trends to leadership.
• Lead the desk’s efforts during incidents — from triage through root‑cause analysis.
• Manage scheduling and staffing coverage.
• Facilitate cadence meetings, training, and knowledge‑sharing across shifts.

Benefits

• Hands-on experience
• Certifications
• Industry training
• Collaborative and caring community
• Reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland
• Wide variety of benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed