IT Service Desk Lead

IT Service Desk Lead Location: Vienna, VA / Fort Belvoir, VA Clearance: Active TS/SCI Required. Responsibilities Oversee daily operations, service delivery, and technical performance of a high‑volume IT Service Desk supporting Tier 1-3. Provide hands‑on support for complex issues across desktops, laptops, mobile devices, peripherals, networks, and enterprise systems. Lead Tier 2-3 escalations, supporting senior technical staff and ensuring proper resolution paths. Ensure staff follow approved escalation processes and maintain efficient information flow across the service organization. Develop, maintain, and optimize SOPs, knowledge articles, training materials, and technical documentation. Oversee staff training, performance improvement, and quality standards aligned with Government requirements. Monitor and analyze incident trends, service‑request volumes, escalation patterns, and operational risks; implement corrective actions as needed. Prepare and deliver weekly and monthly performance reports, including SLA compliance, trend analysis, capacity forecasting, and YTD comparisons. Submit required monthly Service Desk reporting no later than the 5th business day. Ensure compliance with contract requirements, SLAs/OLAs, cybersecurity policies, and enterprise IT governance standards. Provide proactive communication and status updates to Government PM/COR on incidents, risks, outages, and performance concerns. Participate in daily IT operations meetings and coordinate with infrastructure, network, cybersecurity, and application teams. Identify service improvement opportunities and implement enhancements to increase efficiency and customer satisfaction. Required Qualifications Bachelor’s Degree in Information Technology, Computer Science, or related field. 8+ years of IT Service Desk or IT operations experience, including supervisory responsibilities. Active TS/SCI security clearance. DoD 8570 IAT II certification (e.g., Security+ CE). Experience supporting DoD enterprise environments (JWICS, NIPR, SIPR, NSANET). Experience with Remedy or similar ITSM platforms. Strong leadership, communication, and staff development skills. Preferred Qualifications ITIL v4, A+, or Network+ certifications. Experience with Windows and Unix/Linux operating systems. Working knowledge of enterprise networking fundamentals. Experience applying business analysis techniques to enhance operations. Benefits Medical, Dental & Vision Insurance Flexible Spending Accounts Short-Term and Long-Term Disability Insurance Life Insurance Paid Time Off & Holidays Earned Bonuses & Awards Professional Training Reimbursement Employee Assistance Program Equal Opportunity Employer/Protected Veteran/Disability #J-18808-Ljbffr