Service Desk Lead

United States

Suitability/Public Trust

Fully remote

Information Technology

Overview

GovCIO is currently hiring for a remote Service Desk Lead to support the DFC.

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.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here's what you can expect:

• During the Interview Process

• Virtual video interview conducted via video with the hiring manager and/or team

• Camera must be on

• A valid photo ID must be presented during each interview

• During the Hiring Process

• Enhanced Biometrics ID verification screening

• Background check, to include:

• Criminal history (past 7 years)

• Verification of your highest level of education

• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)

• Corporate Discounts

• Learning & Development platform, to include certification preparation content

• Training, Education and Certification Assistance*

• Referral Bonus Program

• Internal Mobility Program

• Pet Insurance

• Flexible Work Environment

*Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.