IT Service Desk Lead - Federal ITIL & VIP Support

NOVA DINE LLC; Washington (District of Columbia); Presencial; USD 154.000 - 174.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical coverage

Dental coverage

Vision coverage

Retirement match

Paid time off

Tuition reimbursement

EAP

Descripción de la vacante

Diné Development Corporation (DDC) seeks an IT Service Desk Lead to oversee enterprise service desk operations for OCIO users and stakeholders. You will manage incident handling, request fulfillment, and coordination with Tier 2/3 teams to ensure SLA-driven performance in a federal environment.

The ideal candidate has 7+ years of leadership in IT service desks, a BS in IT or CS, Top Secret clearance, and ITIL/HDI certifications.

Formación

• 7+ years leading enterprise IT service desk operations.
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Active Top Secret Clearance required.
• HDI Support Manager Certification and ITIL Foundation preferred.
• Experience in incident management systems and service desk performance metrics.
• Experience supporting ITIL-based service desk environments.

Responsabilidades

• 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 operating hours.
• Monitor ticket queues, escalation timelines, and customer satisfaction metrics.
• Coordinate with Tier 2/3 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-priority incidents.
• Identify recurring issues and implement process improvements and automation opportunities.
• Support knowledge base development and self-service initiatives.

Conocimientos

Leadership

Customer service

Communication

ITIL

Team coordination

Educación

Bachelor’s degree in IT/CS

Herramientas

ServiceNow

ITSM platforms

Descripción del empleo

Diné Development Corporation (DDC) seeks an IT Service Desk Lead to oversee enterprise service desk operations for OCIO users and stakeholders. You will manage incident handling, request fulfillment, and coordination with Tier 2/3 teams to ensure SLA-driven performance in a federal environment.

The ideal candidate has 7+ years of leadership in IT service desks, a BS in IT or CS, Top Secret clearance, and ITIL/HDI certifications.