IT Service Desk Lead

Job Summary

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

• 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.
• 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.

Requirements

• 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.

Qualifications

• 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.

Skills

• Proactive problem-solving.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and deadlines.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.

Benefits

Integral offers a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). We also provide 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, and Equal Opportunity Employer/Protected Veteran/Disability.