Service Desk Lead

GovCIO
United States
Workplace: RemoteFull timeUSD 81,850 - 120,000 annuallyFunction: Customer Support (Service Desk)Experience: 5-8 yearsEducation: bachelorsSkills: ["Leadership","Coaching","Governance","Communication","Continuous improvement"]

Lead Tier 1/Tier 2 service desk operations for federal customers, serving as the primary process owner for ITIL 4 practices in ServiceNow. Oversee incident, problem, change, request fulfillment, and knowledge management, chair ITSM governance reviews, and act as Major Incident Bridge Chair for Priority 1 outages. Drive contract SLA/KPI performance (CMDB, knowledge, ticket quality), support audit-ready documentation, and coordinate with federal stakeholders and technical teams on continuous improvement.

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FursaFursa
GovCIO
GovCIO
1 day ago

Service Desk Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Lead Tier 1/Tier 2 service desk operations for federal customers, serving as the primary process owner for ITIL 4 practices in ServiceNow. Oversee incident, problem, change, request fulfillment, and knowledge management, chair ITSM governance reviews, and act as Major Incident Bridge Chair for Priority 1 outages. Drive contract SLA/KPI performance (CMDB, knowledge, ticket quality), support audit-ready documentation, and coordinate with federal stakeholders and technical teams on continuous improvement.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage Tier 1/Tier 2 service desk operations and ensure contract-compliant delivery across an enterprise IT environment.
  • •Own ITIL 4 processes in ServiceNow (Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management) and ensure compliance with federal requirements.
  • •Chair internal ITSM governance reviews and provide reporting on KPIs, SLAs, risks, and improvement actions; ensure audit-ready documentation and record-keeping.
  • •Serve as Major Incident Bridge Chair for Priority 1 outages, directing cross-tower response, escalation, and stakeholder communications.
  • •Lead performance and quality controls for contract targets (CMDB, knowledge, ticket documentation), conduct audits/quality reviews, and drive continuous service improvement.

Pay and Benefits

Salary: USD 81,850 - 120,000 annually

Key Requirements

  • •Bachelor’s with 5–8 years of IT Service Desk management experience (or commensurate experience).
  • •Experience supporting ITSM/service desk operations in federal environments (civilian, DoD, or intel).
  • •Strong understanding of ITIL 4 practices and the ServiceNow ITSM suite.
  • •Ability to facilitate major incident response and multi-tower coordination.
  • •Active security clearance or ability to obtain one, with clearance required to maintain a public trust clearance.
Experience:5-8 yearsFederal environmentsITSMService Desk
Education:Bachelor's
Skills:LeadershipCoachingGovernanceCommunicationContinuous improvement
Certifications:ITIL 4 FoundationServiceNow AdministratorITSM Implementation
Languages:En-us
Tech Stack:ServiceNowITIL 4ITSMCMDBFISMANIST 800-53DHS 4300ADHS 4300BTIC 3.0FedRAMPSection 508Service Level Agreements (SLAs)Performance Work Statements (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