Service Desk Lead – Washington, DC and NYC

Service Desk Lead – Washington, DC and NYC

Job Title: Service Desk Lead

Job Summary: The Service Desk Lead will provide a centralized Service Desk and Deskside Support capability to serve as the Single Point of Contact (SPOC) for DFC end users for all IT incidents, service requests, access requests, and IT inquiries. The Service Desk shall operate in alignment with DFC OIT’s Service Now ITSM workflows and shall coordinate seamlessly with Infrastructure and Cloud Operations, Network Operations (Zero Trust), Server Room Operations, and Engineering Services to ensure timely restoration of service and high-quality customer experience.

Key Responsibilities:

• Maintaining consistent and professional end‑user support across DFC HQ (Washington, DC) and DFC NYC
• Providing accurate and complete Service Now ticket documentation that supports operational visibility, auditability, and continuous improvement
• Prioritizing rapid triage and escalation for high‑impact incidents affecting enterprise connectivity, identity/authentication, and critical business services
• Supporting DFC’s Zero Trust environment by following least‑privilege access principles and ensuring all access requests are validated and properly authorized
• On‑site staffed coverage throughout operating hours with sufficient resources to meet SLA response and resolution targets
• Ability to internally re‑balance staffing during peak call/ticket periods without degradation to service
• Support for both onsite and remote users, including hybrid work patterns
• After‑hours escalation with defined roles, contact methods, and acknowledgement times for Priority incidents
• Daily P1/P2 summary (open/closed, key impacts, escalations)
• Weekly Service Desk performance report (volume, backlog, SLA compliance, top categories)
• Monthly SLA/KPI dashboard with narrative analysis and corrective actions
• Monthly trend analysis (repeat incidents, high‑volume request types, recommended improvements)
• Quarterly Knowledge Base audit report (article counts, usage, retirements, gaps)

Required Qualifications:

Clearance:

• Public Trust Background Investigation
• Deployed across Washington, DC, NYC, and approved globally remote locations