Service Desk Lead

Washington, DC, United States

Suitability/Public Trust

On-site only

Information Technology

Overview

GovCIO is currently hiring for a Service Desk Lead oversees daily IT support operations, manages service desk staff, ensures timely ticket resolution, maintains service levels, and drives continuous improvement using ITIL and ServiceNow.

The Service Desk Lead is a front-line operations leader who ensures fast, high-quality end user support across Tier 1 and Tier 2 in a secure, mission focused ITSM environment. Team is split between five (5) regional data centers. This role sets the tone for service excellence by mentoring technicians, refining processes, and driving automation so the desk scales efficiently without sacrificing responsiveness or rigor. You will own daily queue health—prioritizing, balancing workloads, and protecting SLA performance—while serving as the escalation point for complex issues that require advanced troubleshooting, clear judgment, and calm in high stakes situations.

This position is on-site in Washington, DC.

Responsibilities

• Operate within NIST 800-53 constraints to ensure compliant, resilient support for Windows enterprise environments and Microsoft 365 services (Exchange, SharePoint, Office, enterprise file services) and mission critical systems.

• Champion secure, reliable operations for endpoints, identities, and data using STIG based configurations.

• Partner closely with cybersecurity, engineering, cloud operations, and mission teams to maintain secure, stable environments.

• Document and maintain runbooks, standards, and knowledge articles that meet audit requirements and speed onboarding.

• Coordinate identity and access activities while supporting Attribute Based Access Control (ABAC) workflows.

• Implement intelligent ticket routing, automated categorization, and self service solutions using PowerShell and ServiceNow ITSM platform features.

• Reduce manual handoffs, improve first call resolution, and build transparent workflows that surface bottlenecks.

• Track and act on performance metrics: response/resolution times, customer satisfaction, and first contact fix rates.

• Use data insights to coach team members, improve processes, and communicate trends to leadership.

• Lead the desk’s efforts during incidents — from triage through root cause analysis.

• Manage scheduling and staffing coverage.

• Facilitate cadence meetings, training, and knowledge sharing across shifts.

Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field with 15+ years or (commensurate experience). Four (4) additional years of relevant experience may substitute for the degree.

Required Skills and Experience

• 15 years of experience in IT operations and technical support, with at least 1-2 years in technical leadership, team lead, or senior support role

• Experience supporting identity and access management systems, including coordination with Security Database of Record for user access workflows

• Experience supporting environments across Office tools, Exchange, SharePoint, and enterprise file services

• Experience with modern ITSM platforms supporting automation, service delivery, and operational excellence

• Experience with Windows Server, Active Directory, Office 365/Microsoft 365, and enterprise applications

• Strong technical foundation with PowerShell scripting and basic automation capabilities

• Certifications: PMP, Agile PM, CompTIA A+, ITIL 4+ Foundation

Clearance Required: Must be able to acquire US Mint/ Department of Treasury Public Trust

Preferred Skills and Experience

• Experience supporting Attribute-Based Access Control (ABAC) environments, including user attribute verification and access request coordination

• Experience implementing and supporting enterprise ITSM processes leveraging Jira Service Management to enable automation, scalable service delivery, and operational excellence.

• Experience supporting Azure environments, including Azure AD/Entra ID, and Microsoft 365 services

• Experience with endpoint management tools (SCCM, Intune, or similar) and mobile device management (MDM)

• Knowledge of STIG-based configurations and operational procedures

Posted Salary Range

USD $130,000.00 - USD $160,000.00 /Yr.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process

• Virtual video interview conducted via video with the hiring manager and/or team

• Camera must be on

• A valid photo ID must be presented during each interview

• During the Hiring Process

• Enhanced Biometrics ID verification screening

• Background check, to include:

• Criminal history (past 7 years)

• Verification of your highest level of education

• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)

• Corporate Discounts

• Learning & Development platform, to include certification preparation content

• Training, Education and Certification Assistance*

• Referral Bonus Program

• Internal Mobility Program

• Pet Insurance

• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.