Senior NOC & Service Desk Lead - 24/7 ITIL Ops

Koniag Government Services

Washington (District of Columbia)

On-site

USD 150,000 - 185,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag IT Systems, LLC, a Koniag Government Services company, seeks an Enterprise NOC/Service Desk Manager to lead a combined NOC and multi‑tier Service Desk for a large federal-focused environment in Washington, DC. Public Trust clearance is required.

The role oversees incident management, ITSM governance, staffing, and performance reporting. The ideal candidate will drive operational excellence across 24/7 operations, coordinate with government stakeholders, and lead a high‑performing team

Qualifications

Bachelor's degree or equivalent work experience in IT.
8+ years in IT operations/NOC/Service Desk.
4+ years in a managerial or senior leadership role overseeing IT ops.
Experience with ITSM processes: incident, problem, change, knowledge.
Experience managing 24/7 or extended-hours environments.

Responsibilities

Provide strategic leadership for the integrated NOC and Service Desk operations.
Lead and develop NOC analysts, service desk staff, and supervisors.
Set and monitor SLA targets and KPIs for NOC and Service Desk.
Oversee incident lifecycle from detection to resolution.
Manage ITSM platforms (e.g., ServiceNow) and monitoring tools.
Generate operational performance reports for leadership and stakeholders.
Coordinate with vendors and contractors for service delivery.
Drive continuous service improvement initiatives.