Senior IT Service Desk Lead — Enterprise Support

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

Benefits offered by this job

Medical, dental, vision, lifeinsurance

Retirement plan with company match

Paid time off

Education assistance

Employee assistance program

Job summary

Diné Development Corporation is seeking an IT Service Desk Lead to oversee enterprise IT service desk operations, aligning with ITIL practices, SLAs, and performance metrics. The role requires a Top Secret clearance and strong leadership with ServiceNow experience in a federal environment.

Responsibilities include incident management, staffing coordination, VIP support, knowledge base development, and continuous improvement across Tier 0-2 support functions.

Qualifications

• Minimum 7 years of experience leading enterprise IT service desk operations.
• Active Top Secret Clearance required.
• U.S. Citizenship required.
• HDI Support Manager Certification or ITIL Foundation (Preferred).

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 service performance trends.
• Coordinate with Tier 2 and Tier 3 teams to resolve complex issues.
• Oversee service desk reporting, ticket documentation quality, and knowledge management.
• Support onboarding of new bureaus and users into the enterprise service desk environment.
• Manage VIP support coordination and high-priority incidents.
• Identify recurring issues and implement process improvements and automation.
• Support knowledge base development and self-service initiatives.

Skills

IT service desk leadership

Incident management

Customer service excellence

ITIL

Team leadership

U.S. Citizenship

Education

Bachelor’s degree in IT/CS or related field

Tools

ServiceNow

ITSM platforms

Job description

Diné Development Corporation is seeking an IT Service Desk Lead to oversee enterprise IT service desk operations, aligning with ITIL practices, SLAs, and performance metrics. The role requires a Top Secret clearance and strong leadership with ServiceNow experience in a federal environment.

Responsibilities include incident management, staffing coordination, VIP support, knowledge base development, and continuous improvement across Tier 0-2 support functions.