TS/SCI IT Service Desk Lead - Ops, Escalations & Strategy

Integral Federal, Inc.; Vienna (VA); On-site; USD 130,000 - 145,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

Flexible Spending Accounts

Disability Insurance (Short/Long Term)

Life Insurance

Paid Time Off & Holidays

Bonuses & Awards

Training Reimbursement

Employee Assistance Program

Equal Opportunity Employer

Job summary

Integral Federal, Inc. is seeking an IT Service Desk Lead to manage the daily operations of a high-volume Tier 1-3 desk in Vienna, VA and Fort Belvoir, VA.

The role requires an active TS/SCI clearance and DoD 8570 IAT II certification, with a focus on incident management, service delivery, and cross-functional IT coordination. You will oversee escalations, develop SOPs, track performance, and ensure compliance with government requirements and SLAs.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science or related field.
• 8+ years of IT Service Desk or IT operations experience including supervisory responsibilities.
• Active TS/SCI security clearance.
• DoD 8570 IAT II certification (e.g., Security+ CE).
• Experience supporting DoD enterprise environments (JWICS, NIPR, SIPR, NSANET).
• Experience with Remedy or similar ITSM platforms.
• Strong leadership, communication, and staff development skills.

Responsibilities

• Oversee Tier 1-3 service desk operations to ensure incident resolution and service quality.
• Lead Tier 2-3 escalations and coordinate with senior technical staff for proper resolutions.
• Develop, maintain, and optimize SOPs, knowledge articles, training materials, and documentation.
• Monitor incident trends and prepare weekly/monthly performance reports, including SLA compliance.
• Ensure compliance with SLAs/OLAs, cybersecurity policies, and enterprise IT governance standards.

Skills

Leadership

Communication

Staff development

Education

Bachelor's Degree in IT / CS

Tools

Remedy

Job description

Integral Federal, Inc. is seeking an IT Service Desk Lead to manage the daily operations of a high-volume Tier 1-3 desk in Vienna, VA and Fort Belvoir, VA.

The role requires an active TS/SCI clearance and DoD 8570 IAT II certification, with a focus on incident management, service delivery, and cross-functional IT coordination. You will oversee escalations, develop SOPs, track performance, and ensure compliance with government requirements and SLAs.