DC-Onsite Service Desk Project Lead | ITIL-Driven

accenturefederalservices; Washington (District of Columbia); On-site; USD 90,000 - 147,000; Full time

Benefits offered by this job

Onsite work in DC

Job summary

Accenture Federal Services seeks a Service Desk Technical Project Lead to drive IT projects enhancing the federal help desk. You will coordinate between technical teams and the service desk, ensuring readiness for deployments and effective end-user support.

Ideal candidates have 5+ years in IT project management, strong ITIL knowledge, and a track record with federal government IT projects. Onsite 2–3 days/week in DC with potential for collaboration across teams.

Qualifications

• 5+ years of experience in IT project management focused on help desk and user support.
• Strong understanding of ITSM principles and ITIL frameworks.
• Excellent communication and collaboration with technical and non-technical teams.
• Ability to translate complex technical information for end-user support.
• Experience with federal government IT projects.
• Local to DC and willing to onsite 2–3 days per week.

Responsibilities

• Lead projects to improve the help desk's support for end-users.
• Coordinate communication between technical teams and the service desk.
• Prepare end-user notifications, FAQs, and self-help resources during rollouts.
• Monitor help desk performance and adjust staffing and workflows.
• Identify gaps that affect end-user support.
• Collaborate with project managers and service desk leaders on priorities and go-live plans.
• Maintain project documentation and lessons learned.
• Translate technical requirements into actionable solutions for the help desk.
• Foster a user-centric mindset throughout the project lifecycle.

Skills

IT project management

ITIL / ITSM

Communication

Learning new technologies

Problem solving

Stakeholder collaboration

Change management

Job description

Accenture Federal Services seeks a Service Desk Technical Project Lead to drive IT projects enhancing the federal help desk. You will coordinate between technical teams and the service desk, ensuring readiness for deployments and effective end-user support.

Ideal candidates have 5+ years in IT project management, strong ITIL knowledge, and a track record with federal government IT projects. Onsite 2–3 days/week in DC with potential for collaboration across teams.