Service Desk Lead

GovCIO
Washington
Workplace: OnsiteFull timeUSD 81,850 - 120,000 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Leadership","Stakeholder communication","Governance","Quality control","Incident coordination"]

Lead Tier 1/2 service desk operations for a federal customer, owning ITIL 4 practices in ServiceNow and ensuring contract-compliant delivery across Incident, Problem, Change, Request Fulfillment, and Knowledge Management. Chair ITSM governance, bridge Priority 1 major incidents, and drive KPI performance for CMDB, knowledge, and ticket documentation quality. Oversee daily service desk execution, coach analysts, and support modernization and federal stakeholder reporting.

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FursaFursa
GovCIO
GovCIO
4 days ago

Service Desk Lead

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Last checked: 7 hours agoStatus: Live

Job Summary

Lead Tier 1/2 service desk operations for a federal customer, owning ITIL 4 practices in ServiceNow and ensuring contract-compliant delivery across Incident, Problem, Change, Request Fulfillment, and Knowledge Management. Chair ITSM governance, bridge Priority 1 major incidents, and drive KPI performance for CMDB, knowledge, and ticket documentation quality. Oversee daily service desk execution, coach analysts, and support modernization and federal stakeholder reporting.
Location: Washington
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage Tier 1/Tier 2 service desk operations and ensure contract-compliant service delivery across an enterprise IT environment.
  • •Own ITIL 4 practices in ServiceNow for Incident Management, Problem Management, Change Enablement, Request Fulfillment, and Knowledge Management.
  • •Chair ITSM governance reviews and provide contract-aligned KPI/SLAs reporting on risks and improvement actions, including audit-ready documentation and records.
  • •Serve as Major Incident Bridge Chair for Priority 1 outages, coordinating cross-tower teams, escalation, communications, and restoration activities.
  • •Oversee daily queue/ticket management and coach Tier 1/Tier 2 analysts; lead quality control for CMDB, knowledge, and ticket documentation, driving continuous service improvements.

Pay and Benefits

Salary: USD 81,850 - 120,000 annually

Key Requirements

  • •Bachelor’s degree with 5–8 years of IT Service Desk management experience (or commensurate experience).
  • •Experience supporting ITSM or Service Desk operations in federal environments (civilian, DoD, or intel).
  • •Strong understanding of ITIL 4 practices and the ServiceNow ITSM suite.
  • •Experience facilitating major incident response and coordinating across multiple towers.
  • •Active public trust clearance or ability to obtain/maintain it, per contract requirements.
Experience:Federal environmentsDoDIntelligenceITSM
Education:Bachelor's
Skills:LeadershipStakeholder communicationGovernanceQuality controlIncident coordination
Certifications:ITIL FoundationITIL certificationServiceNow AdministratorITSM Implementation
Languages:English
Tech Stack:ServiceNowITIL 4ITSMCMDBSection 508FISMANIST 800-53DHS 4300A/BTIC 3.0FedRAMPZero trustService Level Agreements (SLAs)PWS

Eligibility

Security Clearance:Public Trust

Company Brief

GovCIO
Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.
Industry: Professional Services
Growth: Established Company
Headquarters: Herndon, United States
WebsiteLinkedIn