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 an equal opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-Time Employees are eligible to participate in our Actio Net’s Benefits Program:

• Medical Insurance
• Vision Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training
• Flexible Spending Accounts (FSA)
• Employee Referral and Merit Recognition Programs
• Employee Assistance and Identity Theft Protection
• Paid Holidays: 11 per year
• Paid Time Off (PTO)
• Disability Insurance

******** Direct Applicants, only. No Agencies, No third-party recruiters, please********

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