Onsite at Quantico: Enterprise IT Support Lead

Dunhill Professional Search & Government Solutions; Quantico (VA); On-site; USD 114,000 - 205,000; Full time

Job summary

Dunhill Professional Search & Government Solutions is seeking an experienced IT Service Desk Leader to oversee enterprise end-user support for a DoD agency at Quantico Base. The role requires active TS/SCI clearance and PMP or equivalent certification, with DoD 8570/8140 IAT Level III credentials preferred.

You will lead service desk operations, manage escalations, and drive ITIL-based improvements while ensuring regulatory cybersecurity and SLA adherence in a highly secure environment.

Qualifications

• 10+ years of IT support or service desk operations, including leadership roles.
• Current TS/SCI clearance is required.
• PMP or equivalent certification.
• DoD 8570/8140 IAT Level III certification (CASP, CCNP, CISA, CISSP)
• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Responsibilities

• Lead daily operations of the enterprise service desk and end-user support teams.
• Oversee incident, problem, and request management processes to meet SLA targets.
• Manage and mentor support staff, including performance management and workforce planning.
• Serve as escalation point for complex technical and customer issues.
• Implement and optimize ITSM processes (e.g., ITIL) for service efficiency and quality.
• Monitor service performance metrics and drive continuous improvement initiatives.
• Ensure compliance with cybersecurity policies, audit requirements, and clearance protocols.
• Collaborate with infrastructure, cybersecurity, and application teams to resolve systemic issues.
• Support reporting and communication to stakeholders and executive leadership.
• Maintain documentation, knowledge base content, and operational procedures.

Skills

Leadership

IT service management

Incident management

Stakeholder engagement

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Job description

Dunhill Professional Search & Government Solutions is seeking an experienced IT Service Desk Leader to oversee enterprise end-user support for a DoD agency at Quantico Base. The role requires active TS/SCI clearance and PMP or equivalent certification, with DoD 8570/8140 IAT Level III credentials preferred.

You will lead service desk operations, manage escalations, and drive ITIL-based improvements while ensuring regulatory cybersecurity and SLA adherence in a highly secure environment.