IT Service Desk Lead

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 volumes, escalation patterns, and operational risks; implement corrective actions as needed.

• Prepare and deliver weekly and monthly performance reports, including SLA compliance, trend analysis, capacity forecasting, and YTD comparisons.

• Submit required monthly Service Desk reporting NLT the 5th business day.

• Ensure compliance with contract requirements, SLAs/OLAs, cybersecurity policies, and enterprise IT governance standards.

• Provide proactive communication and status updates to Government PM/COR on incidents, risks, outages, and performance concerns.

• Participate in daily IT operations meetings and coordinate with infrastructure, network, cybersecurity, and application teams.

• Identify service improvement opportunities and implement enhancements to increase efficiency and customer satisfaction.

Required:

• 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.

Preferred:

• ITIL v4, A+ or Network+ certifications.

• Experience with Windows and Unix/Linux operating systems.

• Working knowledge of enterprise networking fundamentals.

• Experience applying business analysis techniques to enhance operations.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Employee Assistance Program

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure. Integral is headquartered in McLean, VA and serves clients throughout the country.