IT Service Desk Lead - TS/SCI, Ops & 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

Short-Term and Long-Term Disability

Life Insurance

Paid Time Off & Holidays

Earned Bonuses & Awards

Professional Training Reimbursement

Employee Assistance Program

Job summary

Integral Federal, Inc. in Vienna, VA, seeks an IT Service Desk Lead to oversee daily operations of a high-volume service desk providing Tier 1-3 support.

The role focuses on incident management, service delivery, quality assurance, and cross-functional IT coordination for government environments. The ideal candidate has a Bachelor’s degree, 8+ years in IT service desk/ops, active TS/SCI clearance, and DoD 8570 IAT II certification, plus experience with Remedy ITSM and Windows/Unix/Linux systems.

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.

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

Communication

Staff development

Incident management

Performance reporting

Customer service

Education

Bachelor's Degree in IT/CS or related field

Tools

Remedy ITSM

Windows

Unix/Linux

Job description

Integral Federal, Inc. in Vienna, VA, seeks an IT Service Desk Lead to oversee daily operations of a high-volume service desk providing Tier 1-3 support.

The role focuses on incident management, service delivery, quality assurance, and cross-functional IT coordination for government environments. The ideal candidate has a Bachelor’s degree, 8+ years in IT service desk/ops, active TS/SCI clearance, and DoD 8570 IAT II certification, plus experience with Remedy ITSM and Windows/Unix/Linux systems.