ActioNet, Inc. · 13 hours ago
Service Desk Lead
Vienna, Virginia
Full-time
Onsite
Senior Level
5+ years expActioNet, Inc. is seeking a Service Desk Lead responsible for overseeing day-to-day service desk operations and ensuring IT support services meet contractual service level agreements for a federal customer. This role involves managing escalations, coordinating cross-functional teams, and driving continuous service improvement across various IT support services.
AssociationConsultingCRMGovernmentInformation ServicesInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead day-to-day service desk operations supporting Tier 1–3 end-user services
Ensure SLA/KPI compliance for incident response, resolution, and customer satisfaction
Serve as an escalation point for service desk and end-user support issues
Coordinate incident, problem, and change activities in alignment with ITIL processes
Develop and present service delivery metrics, dashboards, and operational reports
Lead customer governance activities, including weekly status meetings and service reviews
Coordinate service delivery across service desk, deskside, network, cybersecurity, and application teams
Ensure compliance with security and access control procedures
Track risks, issues, dependencies, and corrective actions to closure
Identify and implement continuous service improvement initiatives
Qualification
Required
Bachelor's degree in IT, Business, or a related field (or equivalent experience)
5+ years of experience in IT service delivery or service desk operations
2+ years of experience in a service desk leadership or delivery lead role
Demonstrated experience supporting NIPRNet and SIPRNet environments
Experience managing SLA/KPI performance and producing service desk reports
Working knowledge of ITIL-based processes (Incident, Request, Problem, Change)
Experience using an ITSM platform such as ServiceNow, BMC Remedy, Ivanti, or Jira Service Management
Strong communication and stakeholder engagement skills
Active Secret clearance required
Preferred
ITIL v4 Foundation certification
ServiceNow reporting or administration experience
Experience supporting DoD or other federal defense environments
Experience managing hybrid or geographically dispersed service desk teams
PMP or CAPM certification
Benefits
Medical Insurance
Vision Insurance
Dental Insurance
Life and AD&D Insurance
401(k) Savings Plan
Education and Professional Training
Flexible Spending Accounts (FSA)
Employee Referral and Merit Recognition Programs
Employee Assistance and Identity Theft Protection
Paid Holidays: 11 per year
Paid Time Off (PTO)
Disability Insurance
Company
ActioNet, Inc.
ActioNet, Inc., headquartered in Vienna, Virginia, is a CMMI®-DEV Level 4, CMMI®-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Cloud-based Solutions, Cyber Security and Agile Software Engineering.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashley Chen
Founder & CEO
Recent News
Washington Technology
2025-12-12
Company data provided by crunchbase