Service Desk Lead — Automation & Incident Management

Accenture Federal Services; Lorton (VA); Vor Ort; USD 100.000 - 203.000; Vollzeit

Zusammenfassung

Accenture Federal Services in the United States is seeking a Service Desk Lead to guide a front‑line IT operations team across Tier 1 and Tier 1.5 within a secure ITSM environment. The desk is split between Reston and Lorton, VA, where you will mentor technicians, refine processes, and drive automation to scale service without sacrificing velocity or quality.

You will own queue health, SLA adherence, and incident response, coordinating with cybersecurity, engineering, and mission teams.

Qualifikationen

• 5–10 years of IT operations experience with 1–2 years in a technical leadership role.
• Experience supporting identity and access management systems.
• Experience supporting PL-3 environments across AVD, Office tools, Exchange, SharePoint, and enterprise file services.
• Experience with modern ITSM platforms and automation.
• Experience with Windows Server, Active Directory, Office 365/Microsoft 365, and enterprise applications.
• Strong PowerShell scripting and basic automation capabilities.
• DoD 8570/8140 certification.

Aufgaben

• Maintain fast, high‑quality end‑user support across Tier 1 and Tier 1.5 in a secure ITSM environment.
• Mentor technicians, refine processes, and drive automation to scale the desk.
• Own daily queue health and SLA performance; escalate complex issues.
• Lead incident response from triage to root cause.
• Manage scheduling and staffing coverage.

Kenntnisse

IT operations leadership

Technical leadership

Identity and access management

Windows Server & AD

PowerShell scripting

ITSM platforms

Security compliance (DoD 8570/8140)

Tools

Jira Service Management

Azure

Azure AD/Entra ID

Power Platform

SCCM/Intune

Jobbeschreibung

Accenture Federal Services in the United States is seeking a Service Desk Lead to guide a front‑line IT operations team across Tier 1 and Tier 1.5 within a secure ITSM environment. The desk is split between Reston and Lorton, VA, where you will mentor technicians, refine processes, and drive automation to scale service without sacrificing velocity or quality.

You will own queue health, SLA adherence, and incident response, coordinating with cybersecurity, engineering, and mission teams.