IT Service Desk Lead

Ddc Dine; Washington (District of Columbia); On-site; USD 154,000 - 174,000; Full time

Job summary

Ddc Dine is seeking an IT Service Desk Lead in Washington, DC to oversee enterprise IT service desk operations across Tier 0–3. You will drive incident management, SLAs, and staff coordination in a federal environment, ensuring high-quality service and knowledge management.

The role requires a Top Secret clearance, a bachelor’s degree in IT or CS, and ITIL/HDI certifications with ServiceNow experience for performance metrics and continuous improvement.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Active Top Secret clearance required.
• Demonstrated experience implementing or operating ITIL-based service desk environments.
• Experience managing incident management systems and service desk performance metrics.

Responsibilities

• Lead day-to-day service desk operations and ensure consistent delivery of enterprise IT support services.
• Manage incident management, request fulfillment, escalation handling, and customer communications.
• Ensure compliance with SLAs, SOPs, quality standards, and performance metrics.
• Supervise service desk personnel and coordinate staffing during operational hours.
• Monitor ticket queues, escalation timelines, customer satisfaction metrics, and trends.
• Coordinate with Tier 2/3 teams to resolve complex issues.
• Oversee service desk reporting, documentation quality, and knowledge management.

Skills

IT service desk leadership

Incident management

Customer service

Team leadership

Communication skills

ITIL practices

ServiceNow familiarity

Federal environment experience

Crisis/incident escalation

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

ITSM platforms

Job description

## IT Service Desk LeadApply: Washington, DC: Full time: Posted 2 Days Ago: JR100442The **IT Service Desk Lead** is responsible for overseeing daily enterprise IT service desk operations supporting OCIO users and stakeholders. This role manages operational support activities across Tier 0, Tier 1, and coordinated Tier 2 support functions while ensuring delivery of high-quality customer service, incident resolution, and operational performance in accordance with contract requirements and ITIL best practices.**\\*\\*\\*This position is contingent upon contract award.\\*\\*\\*****Responsibilities:*** Lead day-to-day service desk operations and ensure consistent delivery of enterprise IT support services.* Manage incident management, request fulfillment, escalation handling, and customer communications.* Ensure compliance with established SLAs, SOPs, quality standards, and performance metrics.* Supervise service desk personnel and coordinate staffing coverage during operational hours.* Monitor ticket queues, escalation timelines, customer satisfaction metrics, and service performance trends.* Coordinate with Tier 2 and Tier 3 teams to resolve complex technical issues.* Oversee service desk reporting, ticket documentation quality, and knowledge management activities.* Support onboarding of new bureaus and users into the enterprise service desk environment.* Manage VIP support coordination and high-priority incidents.* Identify recurring operational issues and implement process improvements and automation opportunities.* Support knowledge base development, self-service initiatives, and user communications.* Participate in continuity of operations and surge support activities as required.**Qualifications:*** Years of Experience: Minimum 7 years of experience leading or managing enterprise IT service desk operations.* Education Level: Bachelor’s degree in Information Technology, Computer Science, or related field preferred.* Clearance Requirements: Active Top Secret Clearance required.* Certification Requirements: + HDI Support Manager Certification (Preferred) + ITIL Foundation Certification (Preferred)* Any other work-related qualifications needed for the role: + Demonstrated experience implementing or operating ITIL-based service desk environments. + Experience managing incident management systems and service desk performance metrics. + Strong customer service, team leadership, and communication skills. + Experience supporting ServiceNow or similar ITSM platforms. + Ability to operate effectively in fast-paced, mission-critical federal environments. + U.S. Citizenship required. Salary Range: $154,000 to $174,000