Service Desk Lead: ITSM & Security Operations

Accenture Federal Services; Lorton (VA); On-site; USD 100,000 - 203,000; Full time

Benefits offered by this job

TS/SCI clearance sponsorship

Job summary

Accenture Federal Services is seeking a Service Desk Lead to supervise Tier 1/1.5 support within a secure, mission-focused ITSM environment. The role spans Reston and Lorton, VA, mentoring technicians, refining processes, and driving automation to scale service delivery without compromising responsiveness.

You will own queue health, prioritize workloads, and handle escalations while partnering with cybersecurity, engineering, cloud operations, and mission teams to keep environments secure and

Qualifications

• 5–10 years of IT operations and technical support experience, with 1–2 years in a 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 that enable automation and operational excellence.
• Strong Windows Server, Active Directory, Office 365/Microsoft 365, and enterprise apps knowledge.
• Proficiency in PowerShell scripting and basic automation.

Responsibilities

• Lead front-line desk operations across Tier 1 and 1.5 to ensure fast, high-quality support.
• Mentor technicians, refine processes, and drive automation to scale the desk while meeting SLAs.
• Own daily queue health, prioritize workloads, and manage escalations for complex issues.
• Collaborate with cybersecurity, engineering, cloud, and mission teams to maintain secure, stable environments.
• Document runbooks, standards and knowledge articles for audits and onboarding.

Skills

IT operations

Technical leadership

Senior support

Identity & access management

PL-3 environments

Education

DoD 8570/8140 Certification

Tools

PowerShell

Power Automate

Power Apps

Jira Service Management

Job description

Accenture Federal Services is seeking a Service Desk Lead to supervise Tier 1/1.5 support within a secure, mission-focused ITSM environment. The role spans Reston and Lorton, VA, mentoring technicians, refining processes, and driving automation to scale service delivery without compromising responsiveness.

You will own queue health, prioritize workloads, and handle escalations while partnering with cybersecurity, engineering, cloud operations, and mission teams to keep environments secure and