Senior IT Service Desk Lead — Top Secret Clearance

Dine Development Corporation

Washington

On-site

USD 154,000 - 174,000

Full time

5 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability coverage

401(k) retirement with company match

Paid time off

Job summary

Din Development Corporation (DDC)–Washington, DC, seeks an IT Service Desk Lead to oversee enterprise IT support across Tier 0–2, ensuring SLA compliance and high customer satisfaction. You will supervise staff, manage incidents, and coordinate with Tier 2/3 teams while implementing ITIL-based processes and ServiceNow workflows in a fast-paced federal environment.

The role requires 7+ years in service desk leadership, a TS clearance, and ITIL foundations; HDI certification is a plus.

Qualifications

Minimum 7 years of experience leading enterprise IT service desk operations.
Bachelor's degree in Information Technology, Computer Science, or related field preferred.
Active Top Secret Clearance required.
ITIL Foundation Certification preferred; HDI Support Manager Certification preferred.
Experience with ServiceNow or similar ITSM platforms.

Responsibilities

Lead day-to-day service desk operations and ensure SLA targets.
Manage incident management, request fulfillment, escalation handling, and customer communications.
Supervise service desk staff and coordinate staffing coverage.
Monitor ticket queues, timelines, and performance metrics; drive improvements.
Coordinate with Tier 2 and Tier 3 teams for complex issues.
Oversee knowledge management, reporting, and onboarding of new users.