IT Service Desk Lead with Security Clearance

Diné Development Corporation; Washington (District of Columbia); On-site; USD 154,000 - 174,000; Full time

Job summary

Diné Development Corporation is seeking an IT Service Desk Lead to oversee enterprise IT support across Tier 0–2. The role ensures incident resolution, SLA adherence, and high-quality customer service in a fast-paced federal environment.

The ideal candidate will have 7+ years leading service desk operations, an active Top Secret clearance, and experience with ITIL-based processes and ServiceNow. This is a full-time, on-site position with a strong emphasis on metrics and continuous improvement.

Qualifications

• Minimum 7 years of leadership experience in enterprise IT service desks.
• Bachelor's degree in IT, CS, or related field preferred.
• Active Top Secret clearance required.
• Experience with ITIL-based service desk environments.
• Experience with incident management systems and ITSM platforms (e.g., ServiceNow).

Responsibilities

• Lead day-to-day service desk operations and ensure consistent delivery of enterprise IT support services.
• Manage incident management, request fulfillment, escalation handling, and customer communications.
• Ensure compliance with SLAs, SOPs, quality standards, and performance metrics.
• Supervise service desk personnel and coordinate staffing coverage during operational hours.
• Monitor ticket queues, escalation timelines, customer satisfaction metrics, and performance trends.
• Coordinate with Tier 2 and Tier 3 teams to resolve complex issues.
• Oversee service desk reporting, ticket documentation, and knowledge management.
• Support onboarding of new bureaus and users into the enterprise service desk environment.
• Manage VIP support coordination and high-prone incidents.
• Identify recurring issues and implement process improvements and automation opportunities.
• Support knowledge base development, self-service initiatives, and user communications.
• Participate in continuity of operations and surge support activities.

Skills

Leadership

Customer service

Communication

ITIL knowledge

Performance metrics

Education

Bachelor's degree in IT/CS or related field

Tools

ServiceNow

Job description

The IT Service Desk Lead is responsible for overseeing daily enterprise IT service desk operations supporting OCIO users and stakeholders. This role manages operational support activities across Tier 0, Tier 1, and coordinated Tier 2 support functions while ensuring delivery of high-quality customer service, incident resolution, and operational performance in accordance with contract requirements and ITIL best practices. ***This position is contingent upon contract award.*** Responsibilities: * Lead day-to-day service desk operations and ensure consistent delivery of enterprise IT support services.

• Manage incident management, request fulfillment, escalation handling, and customer communications.
• Ensure compliance with established SLAs, SOPs, quality standards, and performance metrics.
• Supervise service desk personnel and coordinate staffing coverage during operational hours.
• Monitor ticket queues, escalation timelines, customer satisfaction metrics, and service performance trends.
• Coordinate with Tier 2 and Tier 3 teams to resolve complex technical issues.
• Oversee service desk reporting, ticket documentation quality, and knowledge management activities.
• Support onboarding of new bureaus and users into the enterprise service desk environment.
• Manage VIP support coordination and high-prone incidents.
• Identify recurring operational issues and implement process improvements and automation opportunities.
• Support knowledge base development, self-service initiatives, and user communications.
• Participate in continuity of operations and surge support activities as required. Qualifications: * Years of Experience: Minimum 7 years of experience leading or managing enterprise IT service desk operations.
• Education Level: Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Clearance Requirements: Active Top Secret Clearance required.
• Certification Requirements:
• HDI Support Manager Certification (Preferred)
• ITIL Foundation Certification (Preferred)
• Any other work-related qualifications needed for the role:
• Demonstrated experience implementing or operating ITIL-based service desk environments.
• Experience managing incident management systems and service desk performance metrics.
• Strong customer service, team leadership, and communication skills.
• Experience supporting ServiceNow or similar ITSM platforms.
• Ability to operate effectively in fast-paced, mission-critical federal environments.
• U.S. Citizenship required. Salary Range: $154,000 to $174,000 The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements. About Us Diné Development Corporation (DDC) is a Navajo Nation-owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and the communities we serve. Benefits Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement. Equal Opportunity & Compliance Statement This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify. DDC is committed to providing equal employment opportunities to all applicants and employees. If you require a reasonable accommodation to participate in the application or interview process, please contact Recruiting for assistance