IT Service Desk Lead

Key Role:

Maintain responsibility for help desk staff and the activities associated with the identification, prioritization, and resolution of reported problems. Ensure that all phases of IT Service Management support are properly coordinated, monitored, logged, tracked, and resolved appropriately. Maintain responsibility for the development, maintenance, and integrity of help desk software. Assign personnel to various operations, direct their activities, review and evaluate their work, and prepare performance reports.

Basic Qualifications:

-8 years of experience in a professional work environment

-2 years of experience with implementing and operating an IT Service Management environment for a large, complex system

-Experience with supporting high performing teams in a high op tempo environment

-Experience with virtualization and networking technologies

-Experience with US government security standards, DevOps and Agile methodologies, and IT Service Management principles

-Knowledge of US government enterprise infrastructure

-Ability to lead a service desk to mature, client-oriented environment and actively engage with service desk performance, SLA management, and metrics or trend analysis to proactively forecast changes in demand or client needs and requirements

-Top Secret clearance

-HS diploma or GED

Additional Qualifications:

-Ability to be a thought leader in a dynamic client environment, develop a deep comprehension of client challenges, and provide proactive solutions

-BA or BS degree in Business, Science, Technology, Engineering, or Mathematics

-Industry Recognized Network Infrastructure Certification

-ITIL Certification


Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Top Secret clearance is required.

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