Service Desk Lead
Core
Front-line operations leader ensuring fast, high-quality end-user support across Tier 1 and Tier 1.5 in a secure, mission-focused ITSM environment.
Role type
Senior Service Desk Lead
Builds
Secure, resilient support for Windows enterprise environments, Microsoft 365 services, and Azure Virtual Desktop (AVD) for US federal government clients.
Domain
US Federal Government IT Operations / Cybersecurity
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
IT operations leadership, identity and access management, PL-3 environment support, modern ITSM platforms, Windows Server, Active Directory, Office 365/Microsoft 365, PowerShell scripting, DoD 8570/8140 certification
Preferred skills
Attribute-Based Access Control (ABAC), Jira Service Management, Azure environments (AVD, Azure AD/Entra ID, Storage, VMs, Virtual Networks), enterprise monitoring (Azure Monitor, Log Analytics, KQL), endpoint management (SCCM, Intune), STIG-based configurations, Power Platform, ITIL Foundation, HDI Support Center Manager
Technologies
PowerShell, Power Automate, Power Apps, ITSM platforms, Jira Service Management, Azure Virtual Desktop, Azure AD/Entra ID, Azure Monitor, Log Analytics, KQL, SCCM, Intune, Windows Server, Active Directory, Office 365, Microsoft 365
Responsibilities
Mentor technicians and refine processes to drive automation; own daily queue health and SLA performance; serve as escalation point for complex issues; implement intelligent ticket routing and self-service solutions; track performance metrics and coach team members; lead incident management from triage to root-cause analysis; manage scheduling and staffing coverage.
Seniority
Senior, hands-on IC with leadership responsibilities
