IT Service Desk Lead: Enterprise Support & SLA Champion

Diné Development Corporation; Washington (District of Columbia); On-site; USD 154,000 - 174,000; Full time

Job summary

Diné Development Corporation is seeking an IT Service Desk Lead to oversee enterprise IT support across Tier 0–2. The role ensures incident resolution, SLA adherence, and high-quality customer service in a fast-paced federal environment.

The ideal candidate will have 7+ years leading service desk operations, an active Top Secret clearance, and experience with ITIL-based processes and ServiceNow. This is a full-time, on-site position with a strong emphasis on metrics and continuous improvement.

Qualifications

• Minimum 7 years of leadership experience in enterprise IT service desks.
• Bachelor's degree in IT, CS, or related field preferred.
• Active Top Secret clearance required.
• Experience with ITIL-based service desk environments.
• Experience with incident management systems and ITSM platforms (e.g., ServiceNow).

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 coverage during operational hours.
• Monitor ticket queues, escalation timelines, customer satisfaction metrics, and performance trends.
• Coordinate with Tier 2 and Tier 3 teams to resolve complex issues.
• Oversee service desk reporting, ticket documentation, and knowledge management.
• Support onboarding of new bureaus and users into the enterprise service desk environment.
• Manage VIP support coordination and high-prone incidents.
• Identify recurring 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.

Skills

Leadership

Customer service

Communication

ITIL knowledge

Performance metrics

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Job description

Diné Development Corporation is seeking an IT Service Desk Lead to oversee enterprise IT support across Tier 0–2. The role ensures incident resolution, SLA adherence, and high-quality customer service in a fast-paced federal environment.

The ideal candidate will have 7+ years leading service desk operations, an active Top Secret clearance, and experience with ITIL-based processes and ServiceNow. This is a full-time, on-site position with a strong emphasis on metrics and continuous improvement.