IT Service Desk Lead

The IT Service Desk Lead is responsible for overseeing daily enterprise IT service desk operations supporting both users and stakeholders. This role manages operational support activities across Tier 0, Tier 1, and coordinated Tier 2 support functions while ensuring delivery of high-quality customer service, incident resolution, and operational performance in accordance with contract requirements and ITIL best practices.

*This position is contingent upon contract award.*

Responsibilities:

• Lead day-to-day service desk operations and ensure consistent delivery of enterprise IT support services.
• Manage incident management, request fulfillment, escalation handling, and customer communications.
• Ensure compliance with established SLAs, SOPs, quality standards, and performance metrics.
• Supervise service desk personnel and coordinate staffing coverage during operational hours.
• Monitor ticket queues, escalation timelines, customer satisfaction metrics, and service performance trends.
• Coordinate with Tier 2 and Tier 3 teams to resolve complex technical issues.
• Oversee service desk reporting, ticket documentation quality, and knowledge management activities.
• Support onboarding of new bureaus and users into the enterprise service desk environment.
• Manage VIP support coordination and high-priority incidents.
• Identify recurring operational issues and implement process improvements and automation opportunities.
• Support knowledge base development, self-service initiatives, and user communications.
• Participate in continuity of operations and surge support activities as required.
• Other duties as assigned.

Qualifications:

• Years of Experience: Minimum 7 years of experience leading or managing enterprise IT service desk operations.
• Education Level: Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Clearance Requirements:
  • Active Top Secret Clearance required.
  • U.S. Citizenship required.
• Certification Requirements:
  • HDI Support Manager Certification (Preferred)
  • ITIL Foundation Certification preferred.
• Any other work-related qualifications needed for the role:
  • Demonstrated experience implementing or operating ITIL-based service desk environments.
  • Experience managing incident management systems and service desk performance metrics.
  • Strong customer service, team leadership, and communication skills.
  • Experience supporting ServiceNow or similar ITSM platforms.
  • Ability to operate effectively in fast-paced, mission-critical federal environments.
  • Support may require participation in after-hours maintenance, incident response, and on-call activities.