Service Desk Lead - Secure IT Ops & Coaching

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

Job summary

Accenture Federal Services seeks a Service Desk Lead to drive front-line IT operations, mentoring staff and optimizing end-user support within a secure ITSM environment. The role spans reston and lorton sites, focusing on SLA adherence and scalable processes.

You will coordinate identity and access, implement automated routing and self-service, and partner with cybersecurity, engineering, and mission teams to maintain secure environments.

Qualifications

• 5–10 years in IT operations and technical support.
• 1–2 years in a technical leadership or senior support role.
• Experience with identity and access management workflows.
• Experience with PL-3 environments including AVD and M365 services.
• Strong foundation with Windows Server, AD, Office 365/M365 and enterprise apps.
• PowerShell scripting and basic automation capabilities.
• DoD 8570/8140 Certification required.

Responsibilities

• Lead end-user support across Tier 1 and 1.5 in a secure ITSM environment.
• Mentor technicians, refine processes, and drive automation to scale desk operations.
• Own daily queue health, prioritize workloads, and monitor SLA performance.
• Coordinate identity/access activities and ABAC workflows.
• Develop runbooks, standards, and knowledge articles for audits and onboarding.

Skills

IT operations

Technical leadership

Identity & access management

Windows Server / AD / O365

PowerShell automation

Job description

Accenture Federal Services seeks a Service Desk Lead to drive front-line IT operations, mentoring staff and optimizing end-user support within a secure ITSM environment. The role spans reston and lorton sites, focusing on SLA adherence and scalable processes.

You will coordinate identity and access, implement automated routing and self-service, and partner with cybersecurity, engineering, and mission teams to maintain secure environments.