Service Desk Lead

accenturefederalservices; Lorton (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

Accenture Federal Services is seeking a Service Desk Lead to guide frontline IT operations in Reston and Lorton, VA. You will mentor technicians, refine processes, and drive automation to scale service delivery while maintaining high responsiveness.

In this role you’ll own queue health, prioritize requests, coordinate with security and mission teams, and balance workloads to meet SLAs, coaching staff and promoting best practices across shifts.

Qualifications

• 5–10 years in IT operations and tech support, with 1–2 years in leadership role.
• Experience supporting identity and access management systems and user access workflows with Security Database of Record.
• Experience supporting PL-3 environments across AVD, Office 365, Exchange, SharePoint, and enterprise file services.
• Experience with modern ITSM platforms enabling automation and service delivery.
• Experience with Windows Server, Active Directory, Office 365/Microsoft 365, and enterprise apps.
• Strong PowerShell scripting and basic automation skills.
• DoD 8570/8140 certification.

Responsibilities

• Provide compliant, resilient support for Windows and Microsoft 365 services, plus AVD.
• Champion secure, reliable operations for endpoints, identities, and data using STIG‑based configurations and JSIG‑aligned procedures.
• Partner with cybersecurity, engineering, cloud operations, and mission teams to maintain secure environments.
• Document and maintain runbooks, standards, and knowledge articles for audits and onboarding.
• Coordinate identity and access activities while supporting ABAC workflows.
• Implement intelligent ticket routing, automated categorization, and self‑service using PowerShell, Power Automate, Power Apps, and ITSM features.
• Reduce manual handoffs, improve first‑call resolution, and surface bottlenecks.
• Track performance metrics like response times and customer satisfaction.
• Use data insights to coach team members and communicate trends to leadership.
• Lead the desk during incidents from triage to root‑cause analysis.
• Manage scheduling and staffing coverage.
• Facilitate cadence meetings, training, and knowledge sharing across shifts.

Skills

Leadership

PowerShell scripting

Automation

IT operations

Identity and access management

PL-3 security concepts

Tools

Jira Service Management

Power Platform

Intune

SCCM

Job description

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands‑on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

Job Description

The Service Desk Lead is a front‑line operations leader who ensures fast, high‑quality end‑user support across Tier 1 and Tier 1.5 in a secure, mission‑focused ITSM environment. Team is split between Reston and Lorton, VA. This role sets the tone for service excellence by mentoring technicians, refining processes, and driving automation so the desk scales efficiently without sacrificing responsiveness or rigor. You will own daily queue health‑prioritizing, balancing workloads, and protecting SLA performance‑while serving as the escalation point for complex issues that require advanced troubleshooting, clear judgment, and calm in high‑stakes situations.

The Work:

• Operate within PL‑3 constraints to ensure compliant, resilient support for Windows enterprise environments and Microsoft 365 services (Exchange, SharePoint, Office, enterprise file services) and Azure Virtual Desktop (AVD).
• Champion secure, reliable operations for endpoints, identities, and data using STIG‑based configurations and JSIG‑aligned procedures.
• Partner closely with cybersecurity, engineering, cloud operations, and mission teams to maintain secure, stable environments.
• Document and maintain runbooks, standards, and knowledge articles that meet audit requirements and speed onboarding.
• Coordinate identity and access activities while supporting Attribute‑Based Access Control (ABAC) workflows.
• Implement intelligent ticket routing, automated categorization, and self‑service solutions using PowerShell, Power Automate, Power Apps, and ITSM platform features.
• Reduce manual handoffs, improve first‑call resolution, and build transparent workflows that surface bottlenecks.
• Track and act on performance metrics: response/resolution times, customer satisfaction, and first‑contact fix rates.
• Use data insights to coach team members, improve processes, and communicate trends to leadership.
• Lead the desk's efforts during incidents - from triage through root‑cause analysis.
• Manage scheduling and staffing coverage.
• Facilitate cadence meetings, training, and knowledge‑sharing across shifts.

Here's What You Need

• 5-10 years of experience in IT operations and technical support, with at least 1-2 years in a technical leadership, team lead, or senior support role
• Experience supporting identity and access management systems, including coordination with Security Database of Record for user access workflows
• Experience supporting PL-3 environments across AVD, Office tools, Exchange, SharePoint, and enterprise file services
• Experience with modern ITSM platforms supporting automation, service delivery, and operational excellence
• Experience with Windows Server, Active Directory, Office365/Microsoft365, and enterprise applications
• Strong technical foundation with PowerShell scripting and basic automation capabilities
• Possess a DoD8570/8140 Certification

Bonus Points If You Have

• Experience supporting Attribute‑Based Access Control (ABAC) environments, including user attribute verification and access request coordination
• Experience implementing and supporting enterprise ITSM processes leveraging Jira Service Management to enable automation, scalable service delivery, and operational excellence.
• Experience supporting Azure environments, including Azure Virtual Desktop (AVD), Azure AD/Entra ID, and Microsoft365 services
• Knowledge of Azure subscriptions, resources, and basic cloud service support
• Experience supporting Azure Storage, including Storage Accounts and secure access patterns for mission workloads
• Familiarity with Azure Virtual Machines, including basic troubleshooting, monitoring, and performance support
• Understanding of Azure Virtual Networks, connectivity issues, VPN troubleshooting, and secure network architectures supporting PL-3 and mission systems
• Familiarity with enterprise monitoring and analytics such as Azure Monitor, Log Analytics, and basic Kusto Query Language (KQL) for operational troubleshooting
• Experience with endpoint management tools (SCCM, Intune, or similar) and mobile device management (MDM)
• Knowledge of STIG‑based configurations and JSIG‑compliant operational procedures. Experience with Power Platform (Power Automat