IT Service Desk Lead

Job description

Overview IT SERVICE DESK LEAD Location: Vienna, VA / Fort Belvoir, VA Clearance: Active TS/SCI Required: The IT Service Desk Lead oversees the daily operations, service delivery, and technical performance of a high-volume IT Service Desk responsible for Tier 1–3 support. This role ensures operational excellence across incident management, customer service, quality assurance, performance reporting, and cross-functional IT coordination. Responsibilities: Technical Support & Escalation Management: - Provide hands-on support for complex issues across desktops, laptops, mobile devices, peripherals, networks, and enterprise systems. - Lead Tier 2–3 escalations as required, supporting senior technical staff and ensuring proper resolution paths. - Ensure staff follow approved escalation processes and maintain efficient information flow across the service organization. Operational Excellence, Reporting & Governance: - Develop, maintain, and optimize SOPs, knowledge articles, training materials, and technical documentation. - Oversee staff training, performance improvement, and quality standards aligned with Government requirements. - Monitor and analyze incident trends, service request volu...