Senior IT Service Desk Lead - Incident & VIP Support

Ddc Dine; Washington (District of Columbia); Vor Ort; USD 154.000 - 174.000; Vollzeit

Zusammenfassung

Ddc Dine is seeking an IT Service Desk Lead in Washington, DC to oversee enterprise IT service desk operations across Tier 0–3. You will drive incident management, SLAs, and staff coordination in a federal environment, ensuring high-quality service and knowledge management.

The role requires a Top Secret clearance, a bachelor’s degree in IT or CS, and ITIL/HDI certifications with ServiceNow experience for performance metrics and continuous improvement.

Qualifikationen

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Active Top Secret clearance required.
• Demonstrated experience implementing or operating ITIL-based service desk environments.
• Experience managing incident management systems and service desk performance metrics.

Aufgaben

• 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 during operational hours.
• Monitor ticket queues, escalation timelines, customer satisfaction metrics, and trends.
• Coordinate with Tier 2/3 teams to resolve complex issues.
• Oversee service desk reporting, documentation quality, and knowledge management.

Kenntnisse

IT service desk leadership

Incident management

Customer service

Team leadership

Communication skills

ITIL practices

ServiceNow familiarity

Federal environment experience

Crisis/incident escalation

Ausbildung

Bachelor’s degree in Information Technology or Computer Science

Tools

ServiceNow

ITSM platforms

Jobbeschreibung

Ddc Dine is seeking an IT Service Desk Lead in Washington, DC to oversee enterprise IT service desk operations across Tier 0–3. You will drive incident management, SLAs, and staff coordination in a federal environment, ensuring high-quality service and knowledge management.

The role requires a Top Secret clearance, a bachelor’s degree in IT or CS, and ITIL/HDI certifications with ServiceNow experience for performance metrics and continuous improvement.