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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Lead - **Company:** Cyber Technology Innovations LLC - **Location:** Washington, DC, United States - **Experience:** Expert - **Salary:** $65,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Macintosh Computers, Databases, Issue Tracking Systems, User Environment Management, User Provisioning Software, Load Balancing, Servicenow - **Published:** June 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c5335ea83d047e37 ## About the Role Do you have experience in macOS support?, * ITIL 4 Foundation Certification - Required * Minimum 5 years of progressively responsible IT service desk or IT operations management experience, including at least 2 years in a supervisory or lead capacity. * Demonstrated experience managing a service desk supporting 700+ end users across multiple physical locations. * Proficiency with enterprise-grade ITSM platforms (ServiceNow, BMC Helix, or equivalent), including workflow configuration and reporting. * Strong working knowledge of Active Directory user/group management, including provisioning, deprovisioning, and inactivity auditing. * Experience developing and managing SLA frameworks, KPIs, and performance dashboards in a government or enterprise environment. * Excellent verbal and written communication skills; demonstrated ability to present technical status updates to executive-level stakeholders. * Must be eligible for and obtain a Public Trust background check. PREFERRED QUALIFICATIONS * Experience supporting federal government or nonprofit cultural institution IT environments. * HDI Support Center Manager (HDI-SCM) or equivalent industry certification., * Service Desk Lead/Supervisor: 5 years (Required) * Windows: 5 years (Required) * Apple MAC: 3 years (Required) * End User Environment Troubleshooting: 5 years (Required) License/Certification: * ITIL 4 Foundation Certification (Required) ## Description The Service Desk Lead serves as the primary lead for the Federal Government Agency's small IT Service Desk and is accountable for the end-to-end lifecycle of all IT Incidents and Problems across the agency's global network. This individual ensures that all service desk activities align with ITIL 4 best practices and the Agency's established SLAs and KPIs, fostering a customer-centric culture that prioritizes rapid, high-quality resolution. Supervises 5 Service Desk Technicians., Incident & Problem Management * Serve as the primary point of contact for all Tier 1-3 escalations; own the full incident lifecycle from detection through resolution and root-cause closure. * Initiate Problem Records for any Priority 1 or Priority 2 Major Incident and for recurring trend incidents; lead or oversee Root Cause Analysis (RCA) documentation. * Maintain the Known Error Database (KEDB) and ensure all Problem Records include a documented root cause, applicable workaround, and closure notes. * Provide daily mid-day status reports to the CIO identifying the top three active issues, including associated ticket numbers, affected users, and current resolution status. Service Desk Operations * Oversee the receipt and triage of incidents submitted via phone, email, walk-in, and self-service portal, ensuring all requests are documented in the ITSM ticketing system at the point of contact. * Monitor SLA compliance across all priority tiers (P1: 15-min response / 4-hr resolution; P2: 1-hr / 8-hr; P3: 4-hr / 24-hr; P4: 8-hr / 72-hr) and implement corrective actions as needed. * Direct and coordinate Tier 1 and Tier 2 technician workflow, scheduling, and load balancing across the Agency, Ross, Portals, and Shapell Center locations. * Champion an onsite-first service orientation, ensuring that all resolvable tickets are handled by onsite technicians before remote resolution is attempted. * Manage user account provisioning and deprovisioning in Active Directory, including new hire setup, monthly inactivity reconciliation, and security group management. ITSM Platform Support * Administer the dedicated, cloud-based ITSM instance (e.g., ServiceNow, BMC Helix or similar), maintaining logical isolation from other client environments per Agency data sovereignty requirements. * Develop and continuously improve the Service Catalog, Self-Service Portal (including account unlock, password reset, and OTP token capabilities), and Knowledge Base. * Conduct and document customer quality assurance surveys on all closed tickets; analyze results and implement service improvement actions. Reporting & Continuous Improvement * Prepare and deliver Weekly Action Tracking Reports grouping change requests by completion and pending status, including initiated dates, assigned technician, target and actual completion dates. * Produce Monthly Status Reports covering workload statistics, staffing changes, significant problems, graphical trend comparisons (current month vs. YTD vs. prior year), and proactive recommendations. * Deliver an annual Trend Analysis Report at the conclusion of each contract year, presenting graphs and narratives on contact volumes, problem categories, and infrastructure improvement recommendations. * Coordinate with the Agency Technical Monitor (TM) on all change requests, ensuring technical accuracy review prior to Change Control Board (CCB) submission. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [gRPC Load Balancing Deep Dive](https://www.wearedevelopers.com/videos/1576-grpc-load-balancing-deep-dive) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Cloud Run- the rise of serverless and containerization](https://www.wearedevelopers.com/videos/106-cloud-run-the-rise-of-serverless-and-containerization) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Top HR Tech Conferences in 2024](https://www.wearedevelopers.com/magazine/303-top-hr-tech-conferences-in-2024) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023)