Senior IT Service Desk Lead — Hybrid, ITIL & Automation

Corus International; Washington (District of Columbia); Hybrid; USD 62,000 - 99,000; Full time

Benefits offered by this job

Hybrid work policy

Comprehensive benefits package

Paid time off

Job summary

Corus International in Washington, DC is seeking a Senior IT Service Desk Specialist to oversee day-to-day service desk operations, align with ITIL standards, and support Tier 1-3 incidents. The role emphasizes shift coordination, SLA adherence, knowledge base improvements, and customer-focused technical support.

Hybrid work with two in-office days, plus on-call availability evenings/weekends. Qualifications include a bachelor's degree and 3 years IT experience, proficiency with Freshservice,

Qualifications

• Bachelor's degree and three years IT experience, or equivalent combo.
• Experience in queue management, major incident communications, and stakeholder handling.
• Proficiency with ITSM tools and standard office tools.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Ability to coach and influence others and manage multiple tasks in a fast-paced environment.
• Willingness to work on call during evenings and weekends.

Responsibilities

• Coordinate day-to-day service desk operations and shift coverage.
• Manage incident triage, prioritization, and escalation with Tier 2/3 staff and vendors.
• Maintain knowledge base and service catalog, promote shift-left strategy.
• Produce daily/weekly operational snapshots and propose improvements.
• Support VIP or major incident workstreams and ensure SLA/OLA adherence.

Skills

ITIL practices

Clear written and verbal communication

Multi-tasking

On-call availability

Education

Bachelor's degree

Tools

Freshservice

M365/Teams/SharePoint

Azure AD/Entra ID

Intune

Job description

Corus International in Washington, DC is seeking a Senior IT Service Desk Specialist to oversee day-to-day service desk operations, align with ITIL standards, and support Tier 1-3 incidents. The role emphasizes shift coordination, SLA adherence, knowledge base improvements, and customer-focused technical support.

Hybrid work with two in-office days, plus on-call availability evenings/weekends. Qualifications include a bachelor's degree and 3 years IT experience, proficiency with Freshservice,