IT Service Desk Lead

Overview

IT SERVICE DESK LEAD

Location: Vienna, VA / Fort Belvoir, VA

Clearance: Active TS/SCI Required

 

The IT Service Desk Lead oversees the daily operations, service delivery, and technical performance of a high-volume IT Service Desk responsible for Tier 1–3 support. This role ensures operational excellence across incident management, customer service, quality assurance, performance reporting, and cross-functional IT coordination.

Responsibilities

Technical Support & Escalation Management:

 

• Provide hands-on support for complex issues across desktops, laptops, mobile devices, peripherals, networks, and enterprise systems.

• Lead Tier 2–3 escalations as required, supporting senior technical staff and ensuring proper resolution paths.

• Ensure staff follow approved escalation processes and maintain efficient information flow across the service organization.

 

Operational Excellence, Reporting & Governance:

 

• Develop, maintain, and optimize SOPs, knowledge articles, training materials, and technical documentation.

• Oversee staff training, performance improvement, and quality standards aligned with Government requirements.

• Monitor and analyze incident trends, service request volumes, escalation patterns, and operational risks; implement corrective actions as needed.

• Prepare and deliver weekly and monthly performance reports, including SLA compliance, trend analysis, capacity forecasting, and YTD comparisons.

• Submit required monthly Service Desk reporting NLT the 5th business day.

• Ensure compliance with contract requirements, SLAs/OLAs, cybersecurity policies, and enterprise IT governance standards.

• Provide proactive communication and status updates to Government PM/COR on incidents, risks, outages, and performance concerns.

• Participate in daily IT operations meetings and coordinate with infrastructure, network, cybersecurity, and application teams.

• Identify service improvement opportunities and implement enhancements to increase efficiency and customer satisfaction.

Qualifications

Required:

 

• Bachelor’s Degree in Information Technology, Computer Science or related field.

• 8+ years of IT Service Desk or IT operations experience, including supervisory responsibilities.

• Active TS/SCI security clearance.

• DoD 8570 IAT II certification (e.g., Security+ CE).

• Experience supporting DoD enterprise environments (JWICS, NIPR, SIPR, NSANET).

• Experience with Remedy or similar ITSM platforms.

• Strong leadership, communication, and staff development skills.

 

Preferred:

 

• ITIL v4, A+ or Network+ certifications.

• Experience with Windows and Unix/Linux operating systems.

• Working knowledge of enterprise networking fundamentals.

• Experience applying business analysis techniques to enhance operations.