IT Service Desk Lead

Diné Source, LLC; Washington (District of Columbia); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision, life and disability coverage

Retirement savings with company match

Paid time off

Educational assistance with tuition reimbursement

Job summary

Diné Source, LLC is seeking an experienced IT Service Desk Lead in Washington, DC. The role involves overseeing daily IT service desk operations to ensure high-quality support for users and stakeholders. Minimum 7 years of experience in leading IT service desk operations required, along with a Bachelor’s degree and active Top Secret Clearance. The position offers a comprehensive benefits package including medical, dental, and retirement savings. Join us to empower the Navajo Nation and the communities we serve.

Qualifications

• Minimum 7 years of experience leading or managing enterprise IT service desk operations.
• Demonstrated experience implementing or operating ITIL-based service desk environments.
• Strong customer service, team leadership, and communication skills.

Responsibilities

• Lead day-to-day service desk operations ensuring consistent delivery of IT support services.
• Manage incident management, request fulfillment, and customer communications.
• Coordinate staffing coverage during operational hours.

Skills

Customer Service

Team Leadership

ITIL-based service desk operation

Incident Management

Communication Skills

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow or similar ITSM platforms

Job description

## IT Service Desk LeadApplylocations: Washington, DCtime type: Full timeposted on: Posted Yesterdayjob requisition id: JR100145The **IT Service Desk Lead** is responsible for overseeing daily enterprise IT service desk operations supporting both 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.* Other duties as assigned.**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. + U.S. Citizenship 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. + Support may require participation in after-hours maintenance, incident response, and on-call activities.**About Us** Diné Development Corporation (DDC) is a Navajo Nation owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and communities we serve.**Benefits** Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement.**EEO Statement** This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify.