IT Service Desk Lead (M365)

Our client is seeking a hands-on and service-oriented IT Service Desk Lead to lead their IT service desk while providing deep technical expertise across Kearney’s secure Microsoft government cloud environment.

This is a contract-to-hire opportunity that is onsite in Arlington, VA.

RESPONSIBILITIES:

• Lead the day-to-day operations of the IT service desk, providing direct people leadership, coaching, direction, and accountability to team members.
• Oversee Tier 1 through Tier 3 support, ensuring issues are appropriately assigned, escalated, and resolved based on urgency, business impact, and technical complexity.
• Manage service desk ticket queues and establish clear priorities to ensure requests are addressed efficiently and tickets are driven through timely closure.
• Distribute work effectively across the team while personally taking ownership of complex or higher-tier technical issues requiring deeper technical expertise.
• Build a service-oriented culture centered on responsiveness, accountability, high-quality support, and continuous improvement.
• Establish and maintain effective service desk processes, workflows, documentation, and escalation procedures.
• Identify recurring issues and opportunities to improve service delivery, reduce resolution times, and enhance the overall end-user experience.

QUALIFICATIONS:

• Have 7+ years of relevant IT experience, including at least 2 years of experience leading people or a service desk function, with demonstrated hands-on systems administration experience.
• Have deep, hands-on experience administering Microsoft 365 GCC-H, including Microsoft 365 Admin Portal, Intune, Entra ID, Defender, Teams, SharePoint, Exchange, and Microsoft Azure. Have direct experience operating and supporting secure government cloud environments subject to DoD Impact Level 4/5 (IL4/IL5) requirements.