Service Desk Lead

Position: Service Desk Lead
Location: Alexandria, VA Work Environment: Hybrid Clearance Required: Secret
Status: Contingent Upon Contract Award

Knowesis is seeking a proactive and customer-focused Service Desk Lead to oversee Tier I and Tier II IT support operations for the DoD OIG's Office of the CIO. This role ensures timely resolution of technical issues, promotes user satisfaction, and maintains compliance with federal IT service standards. The ideal candidate will bring leadership experience, technical acumen, and a commitment to operational excellence in a secure government environment.

To be eligible for this position, candidates must possess U.S. Citizenship without the need for sponsorship, both now and in the future. Applicants without proof of U.S. Citizenship will not be considered due to the position's security clearance requirements.

The DoD OIG mission is to detect and deter fraud, waste, and abuse in DoD programs and operations; promote the economy, efficiency, and effectiveness of the DoD; and help ensure ethical conduct throughout the DoD. The DoD OIG keeps the Secretary of Defense and the Congress informed of fraud, waste, abuse, and program deficiencies identified through its oversight work. The DoD OIG's administrative and criminal investigators, auditors, evaluators, and support staff operate globally, conducting investigations, audits, evaluations, and mission support activities to accomplish the DoD OIG's mission. The DoD OIG, OCIO is responsible for installing, maintaining, operating, and supporting all DoD OIG Information Technology (IT) systems and communication capabilities for approximately 2000 end users and over 60 locations around the globe. Due to the independence of the DoD OIG, the OCIO provides the full spectrum of IT services necessary to support the OIG mission including database support, storage management, transition management, application services, mobile device management, IT asset management, domain services, network transport, and service desk.

The Job Duties and Responsibilities include but are not limited to the following:

• Lead daily operations of the Service Desk, ensuring prompt and professional resolution of user issues
• Supervise and mentor service desk technicians, providing guidance, training, and performance feedback
• Serve as the primary escalation point for complex or high-impact technical issues
• Monitor ticket queues, service levels, and performance metrics to ensure compliance with SLAs
• Develop and maintain SOPs, knowledge base articles, and user support documentation
• Coordinate with network, systems, and cybersecurity teams to resolve cross-functional issues
• Support onboarding/offboarding processes, account provisioning, and hardware/software deployment
• Ensure adherence to DoD IT policies, including RMF, asset management, and incident reporting
• Provide regular reporting to Knowesis and government stakeholders on service desk performance
• Foster a culture of responsiveness, accountability, and continuous improvement
• Provide for expert Tier 1 assistance to inquiries on the features, functions and usage of Equipment and Software within 45 seconds of service request.
• Identify, escalate (e.g., Tier 2 and Tier 3 escalation), manage Incident Resolution and close Incidents and Service Requests including those escalated to Third Parties
• Ensure appropriately trained Service Desk staff for Tier 1 support where applicable
• Provide a monthly report to DoD OIG's management regarding the top 10 reoccurring incidents, along with a detailed analysis and process improvement recommendations.
• Develop survey questions and methodologies for three types of surveys: End-user Satisfaction for sample of full end-user population; Customer Satisfaction for Key IT Stakeholders; Service Desk Customer Satisfaction for end-users contacting the Service Desk
• Conduct quarterly End-user Satisfaction Surveys using approved questions and methodologies
• Conduct quarterly Customer Satisfaction Surveys for Key IT Stakeholders using approved questions and methodologies
• Conduct Service Desk Customer Satisfaction Surveys on an ongoing basis using approved questions and methodologies; report consolidated results monthly
• Assist with the administration (Tier 1 or 2) of voice, video, and mobile device management tasks
• Manage End-User accounts (e.g., account set up, password resets, account deletions and terminations) in relation to voice, video, and mobile services and provide administrative support (Online Directory services to maintain and update the directory in accordance with the Service Levels) for all Services contained in the PWS.

Required Qualifications:

• Bachelor's degree from an accredited university in computer science, information systems, business administration, information technology.
• Minimum 9 years' experience in helpdesk/desktop support roles to include incident management, problem management, service request fulfillment, remote troubleshooting, hardware and software support, and customer service.
• Minimum 3 years' experience managing technical personnel, including performance management, training, scheduling, workload assignment, coaching, and conflict resolution
• Minimum 2 years' experience with ServiceNow platform and M365 products in a production environment, with configuration and leveraging experience for ServiceNow Incident Management, Knowledge Management, Service Catalog, SharePoint, M365 Teams, and Exchange Online.

Preferred Qualifications:

• Project Management Professional (PMP) Certification
• Information Technology Information Library (ITIL) v3 or later

Benefits:

• Health (PPO & HDHP) Paid Time Off
• Company Paid STD & LTD, and Basic Life Insurance
• 401k Company Match
• Paid Time Off
• Multiple Voluntary Products

Knowesis is committed to providing equal employment opportunities to all individuals based on merit and qualifications. We prohibit discrimination in all aspects of employment as required by Title VII of the Civil Rights Act and other applicable federal laws. Our company values all applicants and employees and fosters a work environment where everyone is treated with respect and dignity.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.