Service Desk Lead

Actio Net has an opportunity for a Service Desk Lead requiring an active Secret clearance. This position is located in Vienna, VA.

Supports: Service Desk, Deskside Support, Network Operations, Cybersecurity, Application Support

The Service Desk Lead is responsible for overseeing day-to-day service desk operations and service delivery performance for a federal customer. This role serves as a primary customer-facing point of contact and ensures IT support services meet contractual service level agreements. The Delivery Lead manages escalations, coordinates cross-functional teams, and supports service delivery across unclassified and classified environments, including NIPRNet and SIPRNet
, while driving continuous service improvement.

Ensure SLA/KPI compliance for incident response, resolution, and customer satisfaction

Serve as an escalation point for service desk and end-user support issues

Coordinate incident, problem, and change activities in alignment with ITIL processes

Develop and present service delivery metrics, dashboards, and operational reports

Lead customer governance activities, including weekly status meetings and service reviews

Coordinate service delivery across service desk, deskside, network, cybersecurity, and application teams

Ensure compliance with security and access control procedures

Track risks, issues, dependencies, and corrective actions to closure

Identify and implement continuous service improvement initiatives

Bachelor’s degree in IT, Business, or a related field (or equivalent experience)

5+ years of experience in IT service delivery or service desk operations

2+ years of experience in a service desk leadership or delivery lead role

Demonstrated experience supporting NIPRNet and SIPRNet environments

Experience managing SLA/KPI performance and producing service desk reports

Working knowledge of ITIL-based processes (Incident, Request, Problem, Change)

Experience using an ITSM platform such as Service Now, BMC Remedy, Ivanti, or Jira Service Management

Strong communication and stakeholder engagement skills

Active Secret clearance required

Service Now reporting or administration experience

Experience supporting DoD or other federal defense environments

Experience managing hybrid or geographically dispersed service desk teams

PMP or CAPM certification

Actio Net is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 26+ years of stellar past performance, Actio Net is the premier Trusted Innogrator!

• Advanced and Managed IT Services
• Agile Software Development
• Dev Sec Ops
• Cybersecurity
• Health IT
• C4
  
  ISR & SIGINT
• Data Center Engineering & Operations

Why Actio Net?

At Actio Net, our passion for quality is at the heart of everything we do:

• Commitment to Employees :
  We are committed to making Actio Net a great place to work and continue to invest in our Actio Neters.
• Commitment to Customers :
  We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community :
  We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

Actio Net is proud to be named a Top Workplace for the twelfth year in a row (2014 - 2025). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.

What’s in It For You?

As an Actio Neter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?

Actio Net is an equal-opportunity employer and values diversity at our company. We do not…