Service Desk Lead

GovCIO is currently hiring for a Service Desk Lead oversees daily IT support operations, manages service desk staff, ensures timely ticket resolution, maintains service levels, and drives continuous improvement using ITIL and ServiceNow.

The Service Desk Lead is a front-line operations leader who ensures fast, high-quality end user support across Tier 1 and Tier 2 in a secure, mission focused ITSM environment. Team is split between five (5) regional data centers. 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.

This position is on-site in Washington, DC.

• Operate within NIST 800-53 constraints to ensure compliant, resilient support for Windows enterprise environments and Microsoft 365 services (Exchange, SharePoint, Office, enterprise file services) and mission critical systems.
• Champion secure, reliable operations for endpoints, identities, and data using STIG based configurations.
• 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 PowerShell and ServiceNow 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.

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field with 15+ years or (commensurate experience).  Four (4) additional years of relevant experience may substitute for the degree.        

Required Skills and Experience

• 15 years of experience in IT operations and technical support, with at least 1-2 years in 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 environments across 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 PowerShell scripting and basic automation capabilities
• Certifications: PMP, Agile PM, CompTIA A+, ITIL 4+ Foundation

Clearance Required: Must be able to acquire US Mint/ Department of Treasury Public Trust  

Preferred Skills and Experience

• 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 AD/Entra ID, and Microsoft 365 services
• Experience with endpoint management tools (SCCM, Intune, or similar) and mobile device management (MDM)
• Knowledge of STIG-based configurations and operational procedures