IT Service Desk Lead

Job Title: IT Service Desk Lead

Location: Washington, DC

Position Type: Full time

Req : JR100145

The IT Service Desk Lead is responsible for overseeing daily enterprise IT service desk operations supporting both users and stakeholders. This role manages operational support activities across Tier 0, Tier 1, and coordinated Tier 2 support functions while ensuring delivery of high-quality customer service, incident resolution, and operational performance in accordance with contract requirements and ITIL best practices.

* This position is contingent upon contract award.*

• 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.
• Other duties as assigned.

• Years of
  
  Experience:
  
  Minimum 7 years of experience leading or managing enterprise IT service desk operations.
• Education Level: Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Clearance Requirements
  • Active Top Secret Clearance required.
  • U.S. Citizenship required.
• Certification Requirements
  • HDI Support Manager Certification (Preferred)
  • ITIL Foundation Certification preferred.
• Any other work-related qualifications needed for the role
  • 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 Service Now or similar ITSM platforms.
  • Ability to operate effectively in fast-paced, mission-critical federal environments.
  • Support may require participation in after-hours maintenance, incident response, and on-call activities.

Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law.

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