Service Desk Lead

Digital Consultants, LLC•Alexandria, VA

About The Position

Leading with our people, Digital Consultants mission is to deliver the highest level of professional solutions while being a trusted partner and advisor to our customers. With a culture of practicality, opportunity, and creativity we remain dedicated to being honest, trustworthy, respectful, and ethical in everything we do. We are a certified SBA 8(a) small, disadvantaged business that supports multiple IT customers within the Federal, civilian and private sectors. Digital Consultants also offers our employees growth opportunities, competitive wages, and a full benefits package.?Our founding principles, Fairness and Common Sense make working here more than a job; it’s the Digital family. Digital Consultants is seeking a Service Desk Lead to support a government customer. The Service Desk Lead serves as the primary manager and coordinator for the customer’s IT Service Desk operations. This role oversees Tier 1 service desk staff and escalation processes to ensure timely, effective, and customer-focused IT support across classified and unclassified networks. The Lead is responsible for daily operations management, adherence to service level agreements (SLAs), performance monitoring, and continuous improvement of service desk procedures. Working closely with technical teams, program management, and government leadership, the Service Desk Lead ensures seamless resolution of incidents, accurate routing of requests, and delivery of high-quality support services. This role requires strong leadership, communication, and technical expertise to manage staff, maintain customer satisfaction, and integrate tools such as ServiceNow and Microsoft 365 into support workflows.

Requirements

Clearance Required (if any): Secret
Education: Minimum Bachelor’s degree from an accredited university in computer science, information systems, business administration, information technology
Required: IAT Level II cert AND IAM Level II certifications
9 years’ experience in helpdesk/desktop support roles to include incident management, problem management, service request fulfillment, remote troubleshooting, hardware and software support, and customer service.
3 years’ experience managing technical personnel, including performance management training, scheduling, workload assignment, coaching, and conflict resolution
2 years’ experience with ServiceNow platform and M365 products in a production environment, with configuration and leveraging experience for ServiceNow Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online.

Nice To Haves

Preferred: Information Technology Information Library (ITIL) v3 or later

Responsibilities

Supervise and direct daily activities of service desk specialists and desktop support staff.
Manage ticket queues, incident escalation, and resolution performance in ServiceNow.
Ensure timely response and resolution of end-user requests across NIPRNet, SIPRNet, and JWICS networks .
Monitor SLAs, including response time, resolution rates, and call/chat abandonment thresholds .
Enforce quality control by verifying accurate incident routing and preventing misrouted tickets .
Oversee completion of IT service requests (hardware/software installs, moves, adds, changes, and disposals) within required timelines .
Conduct customer satisfaction surveys, analyze results, and provide improvement recommendations.
Provide direct and priority support to senior leadership as required.
Prepare and deliver required service desk reports, metrics, and regulatory compliance documentation .
Collaborate with knowledge/content management teams to maintain service desk documentation and user guides.
Train, mentor, and evaluate service desk staff to ensure professional growth and consistent service delivery.
Act as the liaison between end users, technical resolver groups, and government stakeholders to address issues and improve support services.