Service Desk Lead

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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. Team is split between Reston and Lorton, VA. 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.

• 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 Power Shell, 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.

• 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 Power Shell scripting and basic automation capabilities
• Possess a DoD 8570/8140 Certification

• 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 , and Microsoft 365 services
• Knowledge of Azure subscriptions, resources, and basic cloud service…