Senior IT Service Desk Lead - ITIL & Cybersecurity

Department of Energy Headquarters; Washington (District of Columbia); On-site; USD 100,000 - 130,000; Full time

Job summary

Department of Energy Headquarters seeks an Information Technology Specialist to serve as an enterprise IT Service Desk expert and advisor to executive leadership on customer service, ITIL practices, service delivery, and Tier 1 through Tier 3 support to meet DOE-IN mission requirements.

The role focuses on leading service desk operations, coordinating with teams, and ensuring compliance with cybersecurity and IT policies to support secure service delivery.

Qualifications

• Experience advising senior leadership on IT service delivery.
• Ability to lead Service Desk teams across multiple tiers.
• Knowledge of ITIL and security policy adherence.
• Strong communication and stakeholder collaboration skills.

Responsibilities

• Provide authoritative advice to senior leadership on IT Service Desk operations.
• Lead Service Desk teams using ITIL to coordinate Tier 1–Tier 3 support.
• Apply federal cybersecurity and IT service management policies in delivery.
• Develop service management documentation and communications for stakeholders.
• Represent the organization on IT boards and committees to discuss operational requirements.

Skills

IT Service Desk leadership

ITIL framework

Customer service

Executive advisory

Job description

Department of Energy Headquarters seeks an Information Technology Specialist to serve as an enterprise IT Service Desk expert and advisor to executive leadership on customer service, ITIL practices, service delivery, and Tier 1 through Tier 3 support to meet DOE-IN mission requirements.

The role focuses on leading service desk operations, coordinating with teams, and ensuring compliance with cybersecurity and IT policies to support secure service delivery.