Service Desk Lead: ITIL/ServiceNow Operations Leader

GovCIO; Washington (District of Columbia); On-site; USD 130,000 - 160,000; Full time

Job summary

GovCIO is seeking a Service Desk Lead to oversee daily IT support operations in a secure, mission-focused ITSM environment. You will mentor technicians, refine processes, and drive automation to scale the desk while protecting SLAs and delivering high-quality end-user support across Tier 1 and 2.

On-site in Washington, DC, you will own queue health, manage scheduling, coordinate incident response, and collaborate with cybersecurity, engineering, and mission teams to sustain reliable, compliant

Qualifications

• 15 years of IT operations and technical support experience.
• 1–2 years in leadership roles such as team lead or senior support.
• Experience supporting identity and access management workflows.
• Experience with Windows Server, Active Directory, and Microsoft 365.
• Familiarity with ITSM platforms and automation.

Responsibilities

• Oversee daily service desk operations and ensure timely ticket resolution.
• Mentor technicians and refine support processes.
• Own queue health and SLA performance across regions.
• Coordinate with cybersecurity and engineering teams.
• Lead incident response from triage to root cause analysis.
• Document runbooks and maintain knowledge articles.

Skills

IT operations

Technical leadership

PowerShell

ITIL

ServiceNow ITSM

Office 365

Active Directory

Windows Server

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Jira Service Management

ServiceNow ITSM

SCCM/Intune

Job description

GovCIO is seeking a Service Desk Lead to oversee daily IT support operations in a secure, mission-focused ITSM environment. You will mentor technicians, refine processes, and drive automation to scale the desk while protecting SLAs and delivering high-quality end-user support across Tier 1 and 2.

On-site in Washington, DC, you will own queue health, manage scheduling, coordinate incident response, and collaborate with cybersecurity, engineering, and mission teams to sustain reliable, compliant