IT Service Desk Lead with Security Clearance

Integral Federal, Inc.

Vienna (VA)

On-site

USD 130,000 - 145,000

Full time

28 hours ago

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Benefits offered by this job

Medical, Dental & Vision Insurance

Flexible Spending Accounts

Disability Insurance (Short/Long Term)

Life Insurance

Paid Time Off & Holidays

Bonuses & Awards

Training Reimbursement

Employee Assistance Program

Equal Opportunity Employer

Job summary

Integral Federal, Inc. is seeking an IT Service Desk Lead to manage the daily operations of a high-volume Tier 1-3 desk in Vienna, VA and Fort Belvoir, VA.

The role requires an active TS/SCI clearance and DoD 8570 IAT II certification, with a focus on incident management, service delivery, and cross-functional IT coordination. You will oversee escalations, develop SOPs, track performance, and ensure compliance with government requirements and SLAs.

Qualifications

Bachelor's Degree in Information Technology, Computer Science or related field.
8+ years of 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

Oversee Tier 1-3 service desk operations to ensure incident resolution and service quality.
Lead Tier 2-3 escalations and coordinate with senior technical staff for proper resolutions.
Develop, maintain, and optimize SOPs, knowledge articles, training materials, and documentation.
Monitor incident trends and prepare weekly/monthly performance reports, including SLA compliance.
Ensure compliance with SLAs/OLAs, cybersecurity policies, and enterprise IT governance standards.

Skills

Leadership

Communication

Staff development

Education

Bachelor's Degree in IT / CS

Tools

Remedy

Job description

Overview IT SERVICE DESK LEAD

Location: Vienna, VA / Fort Belvoir, VA

Clearance: Active TS/SCI

The IT Service Desk Lead oversees the daily operations, service delivery, and technical performance of a high-volume IT Service Desk responsible for Tier 1-3 support. This role ensures operational excellence across incident management, customer service, quality assurance, performance reporting, and cross-functional IT coordination.

Responsibilities

Technical Support & Escalation Management

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.

Operational Excellence, Reporting & Governance

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.

Qualifications – Required

Bachelor's Degree in Information Technology, Computer Science or related field.
8+ years of 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.

Preferred Qualifications

ITIL v4, A+ or Network+ certifications.
Experience with Windows and Unix/Linux operating systems.
Working knowledge of enterprise networking fundamentals.
Experience applying business analysis techniques to enhance operations.

Salary

Salary range: $130,000 - $145,000

The above salary range represents a general guideline. Integral Federal considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions. Depending on the position, employees may be eligible for overtime, shift differential, and/or discretionary bonuses in addition to base pay.

Company Overview

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in McLean, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Benefits