IT Service Desk Lead - Federal, Top Secret

Halvik; Washington (District of Columbia); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

Life Insurance

Paid Time Off

401(k) Matching

Tuition Assistance

Commuter FSA

Job summary

Halvik Corp in Washington, DC is seeking a candidate to oversee day-to-day service desk operations, providing IT support to end users and maintaining a centralized help desk in a performance-based environment.

The role requires ITIL V4 alignment, Tier 1-3 and VIP support, HDI certification preference, and a Top Secret clearance; emphasis on documentation, customer satisfaction, and collaboration with federal stakeholders.

Qualifications

• Provide comprehensive IT service desk support ensuring timely resolution of issues.
• Manage Tier 1-3 and VIP level support.
• Develop and maintain SOPs, troubleshooting guides, FAQs, and knowledge articles.
• HDI Support Manager certification preferred; Top Secret clearance required.

Responsibilities

• Oversee day-to-day activities of the service desk to ensure end users receive IT support.
• Manage incident management system in a performance-based environment following ITIL V4 standards.

Skills

IT service desk support

Incident management

ITIL V4

Customer service

Education

AS/AA degree

BA/BS degree preferred

Tools

HDI Certification

Job description

Halvik Corp in Washington, DC is seeking a candidate to oversee day-to-day service desk operations, providing IT support to end users and maintaining a centralized help desk in a performance-based environment.

The role requires ITIL V4 alignment, Tier 1-3 and VIP support, HDI certification preference, and a Top Secret clearance; emphasis on documentation, customer satisfaction, and collaboration with federal stakeholders.