Service Desk Lead: IT Projects & End-User Enablement

Accenture Federal Services; Washington (District of Columbia); On-site; USD 90,000 - 147,000; Full time

Job summary

Accenture Federal Services in Washington, DC, is seeking a Service Desk Technical Project Lead to coordinate IT projects that strengthen federal help desks, improve end-user support, and align with agency missions.

The role requires 5+ years in IT project management, ITIL knowledge, and proven ability to translate complex technology into user-friendly processes. Onsite 2–3 days weekly in DC; collaboration with technical and communications teams.

Qualifications

• 5+ years of experience in IT project management focused on help desk and user support.
• Strong understanding of IT service management principles and ITIL.
• Excellent communication and collaboration with technical and non-technical teams.
• Ability to translate complex technical information for end-user support.
• Familiarity with federal government IT projects (infrastructure upgrades, migrations, transitions).
• Experience in user research and translating needs into service delivery improvements.
• Familiarity with change management in IT projects.
• Must be local to DC and onsite 2-3 days per week.

Responsibilities

• Manage standalone projects to improve the help desk's ability to support end-users.
• Facilitate communication between technical teams and the service desk for deployments.
• Coordinate with communications for end-user notifications, FAQs, and self-help resources.
• Monitor help desk performance and adjust staffing, workflows, and processes.
• Identify and resolve issues or gaps impacting end-user support.
• Collaborate with project managers, technical leads, and service desk managers on priorities.
• Maintain detailed project documentation, status reports, and lessons learned.
• Demonstrate analytical problem-solving translating requirements into actionable solutions.
• Foster a user-centric mindset throughout the project lifecycle.

Skills

IT project mgmt

ITIL

Communication

Learning ability

Issue resolution

Stakeholder mgmt

User research

Change management

Federal gov experience

Job description

Accenture Federal Services in Washington, DC, is seeking a Service Desk Technical Project Lead to coordinate IT projects that strengthen federal help desks, improve end-user support, and align with agency missions.

The role requires 5+ years in IT project management, ITIL knowledge, and proven ability to translate complex technology into user-friendly processes. Onsite 2–3 days weekly in DC; collaboration with technical and communications teams.