IT Service Desk Lead - TS/SCI, DoD Ops Leader

Integral Federal, Inc.; Dunn Loring (VA); On-site; USD 130,000 - 145,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Paid Time Off & Holidays

Professional Training Reimbursement

Flexible Spending Accounts

Employee Assistance Program

Job summary

Integral Federal, Inc. is seeking an IT Service Desk Lead in Vienna, VA to oversee day-to-day operations, incident management, and service delivery for Tier 1–3 support.

You will drive performance, governance, and cross-functional coordination while ensuring compliance with contract requirements and cybersecurity policies. The role requires a Bachelor’s in IT/CS, 8+ years in IT service desk/ops with supervisory experience, and an active TS/SCI clearance with DoD 8570 IAT II certification.

Qualifications

• Bachelor’s degree in IT/CS or related field required.
• 8+ years in IT Service Desk or IT operations with supervisory duties.
• Active TS/SCI clearance and DoD 8570 IAT II certification required.

Responsibilities

• Provide hands-on support for complex issues across desktops, laptops, mobiles, networks and enterprise systems.
• Lead Tier 2–3 escalations and coordinate with senior technical staff for resolutions.
• Develop, maintain SOPs, knowledge articles, training materials, and docs.
• Oversee staff training, performance improvement, and quality standards per Gov't requirements.
• Monitor incident trends and service volumes; implement corrective actions.
• Prepare and deliver weekly/monthly performance reports, SLA adherence, and capacity forecasts.

Skills

Leadership

Staff development

Incident management

Customer service

Communication

Education

Bachelor's degree in Information Technology or Computer Science

DoD 8570 IAT II Certification

Active TS/SCI Clearance

Tools

Remedy ITSM

Windows OS

Unix/Linux

DoD networks (JWICS/NIPR/SIPR)

Job description

Integral Federal, Inc. is seeking an IT Service Desk Lead in Vienna, VA to oversee day-to-day operations, incident management, and service delivery for Tier 1–3 support.

You will drive performance, governance, and cross-functional coordination while ensuring compliance with contract requirements and cybersecurity policies. The role requires a Bachelor’s in IT/CS, 8+ years in IT service desk/ops with supervisory experience, and an active TS/SCI clearance with DoD 8570 IAT II certification.