Overview:
We're looking for a Service Desk Lead to support the DFC. This position will be located in Washington DC, and will be onsite.
Responsibilities:
The IT Service Desk Lead supports federal customers by managing Tier 1/Tier 2 service desk operations, maintaining disciplined ITIL 4 practices, and ensuring contract‑compliant service delivery across an enterprise IT environment. This role provides oversight of all ITSM functions in ServiceNow, supports government stakeholders during major incidents, and ensures adherence to performance standards defined in contract Service Level Agreements (SLAs) and Performance Work Statements (PWS).
ITIL 4 & ServiceNow Process Ownership
- Serves as the government contractor’s primary process owner for ITIL 4 practices within ServiceNow across:
- Incident Management
- Problem Management
- Change Enablement
- Request Fulfillment
- Knowledge Management
- Ensures all processes meet federal PWS requirements, quality benchmarks, security guidelines, and audit readiness expectations
- Coordinates with federal CORs, GTMs, and program leadership to ensure process compliance and continuous maturity improvements
Governance and Contract Compliance
- Chairs internal ITSM governance reviews, providing contract‑aligned reporting on KPIs, SLAs, risks, and improvement actions
- Ensures ITSM artifacts (SOPs, knowledge articles, workflows, RCAs) meet federal documentation standards, Section 508 requirements, and audit obligations
- Supports PMO and QA teams with data required for contract deliverables (Monthly Status Reports, SLA dashboards, operational briefings, CPAR support)
Major Incident Management (P1)
- Serves as Major Incident Bridge Chair for Priority 1 outages affecting multiple towers or business functions
- Directs cross‑tower technical teams through coordinated response, ensuring rapid escalation, federal stakeholder communication, and restoration activities
- Ensures Major Incident reports, RCAs, and corrective actions meet government timelines and contractual obligations
Data Accuracy, Quality Control, and KPIs
- Leads achievement of contract‑driven performance targets, including:
- 95% CMDB accuracy (CIs, dependencies, ownership alignment)
- 95% knowledge accuracy (current, validated articles supporting Tier 1/2 operations)
- 95% ticket documentation quality (audit‑ready work notes, categorization, resolution details)
- Implements internal quality reviews, audits, ServiceNow dashboards, and corrective action plans
Service Desk Operations Leadership
- Oversees daily service desk performance including queue management, ticket flow, escalation handling, and adherence to contract SLAs
- Provides leadership, coaching, and performance oversight for Tier 1/Tier 2 analysts in accordance with contract staffing requirements
- Ensures onboarding and training of service desk staff meet government‑specified qualifications and compliance standards (security, privacy, and agency‑specific policies)
Continuous Service Improvement
- Conducts trend analysis on incidents, service requests, repeat issues, and user feedback to drive improvements and automation opportunities
- Collaborates with engineering, cybersecurity, network, and application teams to reduce recurring issues and strengthen service reliability
- Supports modernization initiatives aligned with government priorities, including cloud migration, zero trust adoption, workflow enhancement, and enterprise knowledge optimization
Federal Stakeholder Engagement
- Provides clear, concise communication and briefings to federal stakeholders, including PMO, COR, GTM, ISSO, and business owners
- Ensures all communications, reports, and artifacts follow agency protocols, security classification rules, and record‑keeping policies
Qualifications:
- Bachelor's with 5 - 8 years of IT Service Desk management experience (or commensurate experience)
- Experience supporting ITSM or Service Desk operations in federal environments (civilian, DoD, or intel)
- Strong understanding of ITIL 4 practices and ServiceNow ITSM suite
- Experience facilitating major incident response and multi‑tower coordination
- Ability to meet contract documentation, KPI, and SLA standards
- Active security clearance or ability to obtain one, depending on contract requirements
- Clearance Required: Ability to maintain a public trust clearance
Preferred Skills and Experience
- ITIL 4 Foundation or higher-level ITIL certification
- ServiceNow Administrator or ITSM Implementation certification
- Experience meeting compliance obligations under FISMA, NIST 800‑53, DHS 4300A/B, TIC 3.0, or FedRAMP environments
Posted Salary Range:
USD $81,850.00 - USD $120,000.00 /Yr.