IT Service Desk Lead TS/SCI | Operations & Escalations

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

Benefits offered by this job

Medical, Dental & Vision Insurance

Flexible Spending Accounts

Disability Insurance (Short & Long)

Life Insurance

Paid Time Off & Holidays

Bonuses & Awards

Training Reimbursement

Employee Assistance Program

Job summary

Integral Federal, Inc. in Vienna, VA is seeking an IT Service Desk Lead to oversee daily operations across Tier 1–3 support. You will drive incident management, service delivery, and cross-functional IT coordination to ensure operational excellence.

The role requires active TS/SCI clearance, a bachelor’s degree in IT or related field, and 8+ years of IT Service Desk experience with supervisory duties. DoD environments and Remedy ITSM expertise are essential.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science or related field.
• 8+ years IT Service Desk or IT operations experience, including supervisory responsibilities.
• Active TS/SCI security clearance.
• DoD 8570 IAT II certification (e.g., Security+ CE).
• Experience supporting DoD enterprise environments (JWICS, NIPR, SIPR, NSANET).
• Experience with Remedy or similar ITSM platforms.
• Strong leadership, communication, and staff development skills.

Responsibilities

• Provide hands-on support for complex issues across desktops, laptops, mobile devices, peripherals, networks, and enterprise systems.
• Lead Tier 2–3 escalations as required, supporting senior technical staff and ensuring proper resolution paths.
• Ensure staff follow approved escalation processes and maintain efficient information flow across the service organization.
• Develop, maintain, and optimize SOPs, knowledge articles, training materials, and technical documentation.
• Oversee staff training, performance improvement, and quality standards aligned with Government requirements.
• Monitor and analyze incident trends, service request volumes, escalation patterns, and operational risks; implement corrective actions as needed.
• Prepare and deliver weekly and monthly performance reports, including SLA compliance, trend analysis, capacity forecasting, and YTD comparisons.
• Submit required monthly Service Desk reporting NLT the 5th business day.
• Ensure compliance with contract requirements, SLAs/OLAs, cybersecurity policies, and enterprise IT governance standards.
• Provide proactive communication and status updates to Government PM/COR on incidents, risks, outages, and performance concerns.
• Participate in daily IT operations meetings and coordinate with infrastructure, network, cybersecurity, and application teams.
• Identify service improvement opportunities and implement enhancements to increase efficiency and customer satisfaction.

Skills

Leadership & staff supervision

Active TS/SCI clearance

DoD 8570 IAT II certification

Remedy ITSM experience

Windows & Unix/Linux knowledge

Strong communication

Education

Bachelor’s Degree in Information Technology or related field

Tools

Remedy ITSM

Job description

Integral Federal, Inc. in Vienna, VA is seeking an IT Service Desk Lead to oversee daily operations across Tier 1–3 support. You will drive incident management, service delivery, and cross-functional IT coordination to ensure operational excellence.

The role requires active TS/SCI clearance, a bachelor’s degree in IT or related field, and 8+ years of IT Service Desk experience with supervisory duties. DoD environments and Remedy ITSM expertise are essential.