Service Desk Lead

CSCI Consulting•Washington, DC

About The Position

CSCI Consulting is looking for a Service Desk Lead to support our Federal client. In this role, the consultant serves as the single point of contact for all IT incidents, service requests, and user inquiries, ensuring timely service restoration, high-quality customer experience, and alignment with ServiceNow ITSM processes. The Service Desk Lead provides hands-on technical leadership, oversees Tier I and Tier II operations, ensures SLA compliance, and drives continuous improvement across service delivery.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
7+ years of IT support experience, including Service Desk operations in a federal or enterprise environment
3+ years of experience leading Service Desk or IT support teams
Hands-on experience with ServiceNow ITSM (incident, request, and change management)
Strong understanding of ITIL-based service management practices
Experience supporting Microsoft 365, endpoint troubleshooting, and identity/access management
Demonstrated experience managing SLAs, KPIs, and service performance reporting
Ability to lead Major Incident response and coordinate cross-functional teams
Strong communication and customer service skills
Eligibility to obtain Tier 4 (High Risk Public Trust) clearance
Creativity and adaptability in problem-solving
Ability to work with clients to understand their needs
Strong organizational and time-management skills
Excellent written and verbal communication skills
Professional presence

Nice To Haves

ITIL v4 certification or equivalent
Experience in Zero Trust environments and identity validation processes
Familiarity with Azure AD (Entra ID), Okta, and ICAM processes
Experience supporting hybrid environments (cloud + on-prem)
Experience with knowledge management and shift-left strategies
Strong analytical skills with experience in trend analysis and reporting dashboards
Experience supporting federal clients, particularly in regulated environments (FISMA, NIST)
Background in Service Desk transformation or service optimization initiatives
Ability to work in a team environment, as well as independently
Strong customer and vendor relationship skills
Demonstrated ability to comply with data standards and policies
Motivation to learn new technologies and methodologies that demonstrate value
Past experience working with a Federal agency
Federal experience is a plus!

Responsibilities

Lead daily Service Desk operations, providing oversight of Tier I and Tier II support functions and ensuring SLA compliance
Serve as the technical lead for Service Desk activities, providing hands-on troubleshooting and escalation support
Manage queue performance, prioritization, and escalation processes to meet response and resolution targets
Oversee ServiceNow ticketing quality, ensuring accurate documentation, categorization, and audit readiness
Coordinate Major Incident response and participate in bridge calls, communications, and post-incident reporting
Ensure delivery of high-quality customer service and maintain consistent communication standards
Develop and maintain knowledge management practices to support shift-left strategies and improve first-contact resolution
Provide VIP and executive support oversight, ensuring white-glove service and rapid response
Coordinate with Infrastructure, Network, ITSM, and Engineering teams for cross-domain incident resolution
Conduct weekly ticket quality reviews and implement corrective actions to improve performance
Manage staffing, scheduling, and coverage to ensure operational continuity across DC and NYC locations
Support onboarding and offboarding processes, including identity validation and access control coordination
Track and report Service Desk metrics, including SLA performance, customer satisfaction, and operational trends
Drive continuous improvement initiatives based on data trends, recurring issues, and performance metrics