Service Desk Team Lead: Guide Tier 1–3 Support & ITSM

Koniag Government Services; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Paid Parental Leave

Life Insurance

Disability Insurance

Flexible Spending Accounts

Commuter Benefits

Tuition Reimbursement

Job summary

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Service Desk Team Lead to support KITS and our government customer in Washington, DC. The ideal candidate will lead a multi-tier service desk, guiding Tier 1–Tier 3 support, and drive incident lifecycle management with a focus on process improvements.

Required are a Bachelor’s in IT or related field, 5+ years in IT service delivery, and 2+ years in a lead role; ITIL expertise and experience in federal environments are

Qualifications

• Bachelor's degree in Information Technology or a related field or equivalent work experience.
• 5+ years of experience in an IT service desk or technical support environment.
• 2+ years of experience in a team lead, supervisory, or senior technician role within a service desk or IT operations environment.
• Demonstrated experience managing incident, problem, and change activities within an ITSM framework.

Responsibilities

• Lead and supervise a team of service desk technicians across multiple support tiers, providing day-to-day direction, mentorship, and performance feedback.
• Oversee detection, triage, and resolution of events and incidents, ensuring adherence to SLAs and escalation procedures.
• Manage full incident lifecycle from intake to resolution and closure with accurate documentation in the ITSM platform.
• Coordinate problem management activities, including root cause analysis and permanent fixes to recurring issues.
• Support and facilitate change management activities, communicating updates and ensuring smooth transitions.
• Maintain and improve an enterprise knowledge base with up-to-date troubleshooting resources and SOPs.
• Monitor queue health, ticket aging, and team workload for balanced distribution and timely resolutions.
• Serve as escalation point for complex incidents, coordinating with Tier 2/3 teams and external groups.
• Analyze service desk metrics to identify trends and drive process improvements.
• Conduct team huddles, one-on-ones, and training to keep staff skilled and informed.
• Report on service desk performance and trends to IT management.

Skills

Communication Skills

Team Leadership

ITIL & ITSM

Incident & Problem Management

Change Management

Customer Service

English Proficiency

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Remedy

Jira Service Management

ITSM Platforms

Job description

Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Service Desk Team Lead to support KITS and our government customer in Washington, DC. The ideal candidate will lead a multi-tier service desk, guiding Tier 1–Tier 3 support, and drive incident lifecycle management with a focus on process improvements.

Required are a Bachelor’s in IT or related field, 5+ years in IT service delivery, and 2+ years in a lead role; ITIL expertise and experience in federal environments are