Koniag IT Systems, LLC, a Koniag Government Services company
, is seeking a Service Desk Team Lead to support KITS and our government customer in Washington, DC. The position is remote. This position requires the candidate to be able to obtain a Public Trust.
Koniag IT Systems, a Koniag Government Services company, is seeking an experienced Service Desk Team Lead to join a dynamic IT operations team supporting a multi-tier service desk environment. The ideal candidate is a proven leader with strong technical acumen and a passion for delivering exceptional customer service. This individual will play a critical role in overseeing end-to-end service desk operations spanning Tier 1 through Tier 3 support, ensuring timely detection, triage, and resolution of events and incidents while maintaining the highest standards of IT service management.
The Service Desk Team Lead will oversee and coordinate the daily operations of a multi-tier service desk, ensuring effective Tier 1 through Tier 3 support is delivered to end users in a timely and professional manner. This individual will serve as a key point of escalation and leadership, guiding technicians through the full incident lifecycle while driving continuous improvement across knowledge management, ITSM processes, and service delivery.
Principal responsibilities will include but are not limited to:- Lead and supervise a team of service desk technicians across multiple support tiers, providing day-to-day direction, mentorship, and performance feedback.
- Oversee the detection, triage, and resolution of events and incidents, ensuring adherence to defined SLAs and escalation procedures.
- Manage the full incident lifecycle from initial intake through resolution and closure, ensuring accurate and timely documentation within the ITSM platform.
- Coordinate problem management activities, including root cause analysis and the implementation of permanent fixes to recurring issues.
- Support and facilitate change management activities, collaborating with relevant stakeholders to assess impact, communicate updates, and ensure smooth transitions.
- Maintain and continuously improve an accurate and comprehensive enterprise knowledge base, ensuring technicians have access to up-to-date troubleshooting resources and standard operating procedures.
- Monitor queue health, ticket aging, and team workload to ensure balanced distribution of work and timely resolution of outstanding items.
- Serve as a primary escalation point for complex or high-priority incidents, coordinating with Tier 2 and Tier 3 technical staff and external teams as needed.
- Analyze service desk metrics and performance data to identify trends, recurring issues, and areas for process improvement.
- Conduct regular team huddles, one-on-ones, and training sessions to ensure staff are equipped with the knowledge and skills necessary to perform their duties effectively.
- Collaborate with IT management and stakeholders to report on service desk performance, incident trends, and improvement initiatives.
- Ensure compliance with ITIL-based processes and organizational ITSM policies and standards.
Education and Experience:Required:- Bachelor's degree in Information Technology, Computer Science, or a related field from an accredited college or university, or equivalent work experience.
- 5+ years of experience in an IT service desk or technical support environment.
- 2+ years of experience in a team lead, supervisory, or senior technician role within a service desk or IT operations environment.
- Demonstrated experience managing incident, problem, and change activities within an ITSM framework.
Desired:- ITIL Foundation Certification or higher.
- Experience supporting federal government IT environments.
Required Skills and Competencies:
- Exceptional communication skills in English - both written and oral - with the ability to communicate effectively with technical staff, end users, and non-technical stakeholders at all levels.
- Demonstrated ability to lead, motivate, and develop a team of technical professionals in a fast-paced, multi-tier support environment.
- Strong knowledge of IT service management (ITSM) principles and frameworks, particularly ITIL-based incident, problem, and change management processes.
- Proficiency with ITSM platforms and ticketing systems (e.g., ServiceNow, Remedy, Jira Service Management, or similar).
- Experience detecting, triaging, and resolving a broad range of IT events and incidents across hardware, software, networking, and user access domains.
- Ability to manage and oversee the full incident lifecycle, ensuring timely resolution, proper documentation, and effective communication to stakeholders.
- Experience building, maintaining, and governing an enterprise knowledge base to support consistent and accurate Tier 1 through Tier 3 troubleshooting.
- Skill in analyzing service desk metrics, identifying trends, and implementing data-driven process improvements.
- Familiarity with escalation procedures and the ability to serve as an effective bridge between end users and higher-tier technical teams.
- Strong organizational and time management skills with the ability to prioritize effectively in a dynamic environment.
- Ability to obtain Public Trust Clearance.
Desired Skills and Competencies:
- ITIL v4 Foundation Certification or higher (e.g., ITIL Practitioner, ITIL Managing Professional).
- Experience working in a federal government IT service desk environment.
- Familiarity with remote monitoring and management (RMM) tools and enterprise endpoint management platforms.
- Knowledge of Active Directory, Microsoft 365, and common enterprise IT environments.
- Experience with workforce scheduling and shift management in a 24/7 or extended-hours support environment.
- CompTIA A+, Network+, or Security+ certification.
- HDI Support Center Team Lead (HDI-SCTL) or similar service desk leadership certification.
