Service Desk Lead - Onsite (REF1872F)

Citizant is a leading provider of professional IT services to the U.S. government. We seek to address some of our country's most pressing challenges in the areas of Agile application development, Enterprise Data Management, Enterprise Architecture, and Program Management support services - focusing on the U.S. Departments of Homeland Security and Treasury. We strive to hire only ethical, talented, passionate, and committed "A Players" who already align with the company's core values: Drive, Excellence, Reputation, Responsibility, and a Better Future. No matter how large we grow, Citizant will retain its collaborative, supportive, small-company culture, where successful team effort to address external and internal customer challenges is valued above all individual contributions.

Position Summary:

The Service Desk Lead is responsible for leading day-to-day IT Service Desk operations, ensuring timely and effective support for end users across a large, mission-critical enterprise environment. This position requires a seasoned IT professional with strong leadership, customer service, and technical skills to manage service delivery, ticket management systems, and team performance in alignment with ITIL best practices.

The ideal candidate will bring hands-on experience managing large-scale help desk operations, implementing service management processes, and improving customer satisfaction through performance metrics, automation, and continuous improvement initiatives.

Primary Responsibilities

• Lead and supervise Service Desk operations and personnel, ensuring prompt and professional resolution of incidents, service requests, and escalations.
• Oversee daily ticket workflows using ITIL-based processes within an enterprise-grade Service Desk management system (e.g., Ivanti HEAT, ServiceNow, Remedy, or equivalent).
• Develop, document, and enforce Service Desk standard operating procedures (SOPs) and escalation protocols.
• Monitor performance metrics (SLAs, response/resolution times, first-call resolution rate, customer satisfaction) and produce regular management reports.
• Provide coaching, training, and mentoring to Service Desk staff to enhance technical proficiency and customer service.
• Coordinate with Systems, Network, and Security teams to resolve complex technical issues and ensure cross-functional communication.
• Lead initiatives to improve service quality, streamline processes, and integrate automation where feasible.
• Participate in change management and incident management processes to ensure compliance with DHS and organizational standards.
• Collaborate with management and stakeholders to align Service Desk operations with enterprise IT goals and mission priorities.
• Serve as the primary point of contact for Service Desk escalations and critical incident coordination.

• Experience:
  • Minimum of five (5) years of detailed experience in Help Desk or Service Desk operations.
  • At least five (5) years of experience in general IT operations, support, or management services.
• Technical Skills:
  • Proficiency with industry-recognized Service Desk ticket management systems - Ivanti HEAT.
  • Strong understanding of ITIL service management frameworks, including incident, request, and change management.
  • Familiarity with desktop, network, and systems troubleshooting methodologies in a large enterprise environment.
• Leadership:
  • Proven experience supervising Service Desk or IT support teams.
  • Ability to set priorities, delegate effectively, and ensure consistent adherence to SLAs.
• Education:
  • Bachelor's degree in Information Systems, Computer Science, Computer Engineering, or a related field, or equivalent work experience.
• Clearance: U.S. Citizenship and ability to obtain or maintain a DHS Public Trust clearance (Secret preferred).

Preferred Qualifications

• Certifications such as:
  • HDI Support Center Team Lead / Manager
  • ITIL Foundation or higher
  • Project Management Professional (PMP)
• Experience implementing or improving ITIL-aligned Service Desk operations within a federal or large enterprise environment.
• Working knowledge of enterprise asset management, configuration management databases (CMDB), and self-service portals.
• Excellent written and verbal communication skills with the ability to interact effectively with both technical and non-technical stakeholders.

Education:

• Bachelor's degree in a relevant field is preferred

Clerance Requirement:

• U.S. citizenship is required.
• DHS Public Trust or higher (Secret preferred)

Salary Range:

• The expected pay range for this position is up to $110,000 yearly. The exact pay rate will vary based on skills, experience, and location.

Citizant offers a competitive benefits package, including:

• Medical, dental, and vision insurance
• 401(k)
• Generous PTO
• Company-paid life and disability insurance
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• Tuition Assistance & Professional Development Program

Citizant strives to be an employer of choice in the Washington metropolitan area. Citizant associates accept challenging and rewarding work and in return receive excellent compensation and benefits, as well as the opportunity for personal and professional development.

Citizant is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.