IT Service Desk Lead

IT Service Desk Lead

LaSalle Network is partnering with our client to hire an IT Service Desk Lead in Arlington, VA. This IT Service Desk Lead will run day-to-day Tier 1–3 service desk operations while serving as a hands-on technical escalation point across a secure Microsoft government cloud environment (Microsoft 365 GCC High and Azure Government). This is a contract opportunity in a highly regulated environment, offering the chance to lead a service desk function, improve processes and documentation, and support compliance and audit readiness efforts. If you're a service-oriented leader who can balance coaching a team with deep technical troubleshooting, this IT Service Desk Lead role could be a strong fit.

Responsibilities

• Lead service desk operations (Tier 1–3), including ticket triage/prioritization, escalation and timely resolution
• Coach and manage service desk staff; build a culture of responsiveness, accountability and continuous improvement
• Serve as hands-on admin/technical escalation for Microsoft 365 GCC High and Azure Government (Entra ID, Intune, Defender, Teams, SharePoint and Exchange)
• Support compliance requirements and audit readiness for CMMC, NIST SP 800-171 and DoD IL4/IL5 environments
• Improve processes, documentation and workflows, and reduce reliance on external MSPs where appropriate

Qualifications

• 7+ years of IT experience
• 2+ years of people leadership or service desk leadership experience
• Deep hands-on administration experience with Microsoft 365 GCC High and Azure Government
• Experience supporting regulated federal/DoD contractor environments, including CMMC readiness/audit support experience
• Secret clearance eligible (active preferred/ok if previously held); Security+ preferred (or equivalent); ISSM experience preferred

Key Details

• Employment Type: Contract
• Compensation: $60 – $70 per hour
• Location: Arlington, VA
• Work Model: Hybrid