IT Service Desk Lead

Integral Federal, Inc.; Vienna (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

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

Job summary

Integral Federal, Inc. is seeking an IT Service Desk Lead in Vienna, VA. The role involves overseeing daily IT operations, managing a high-volume service desk, and providing hands-on support for complex issues. Applicants must have a Bachelor’s Degree in IT or related field, 8+ years of experience, and an active TS/SCI clearance.

The position offers comprehensive benefits, including medical and dental insurance, flexible spending accounts, and professional training reimbursement.

Qualifications

• 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).

Responsibilities

• Oversee daily operations and service delivery of an IT Service Desk.
• Provide hands-on support for complex IT issues.
• Lead Tier 2-3 escalations and ensure proper resolution paths.
• Monitor incident trends and implement corrective actions as needed.

Skills

IT Service Desk Management

Communication Skills

Leadership

Staff Development

Education

Bachelor’s Degree in Information Technology or related field

Tools

Remedy or similar ITSM platforms

Job description

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