Information Technology (IT) Service Desk Lead

Location: Washington, DC, USA

Company

hirify.global delivers digital services, advanced analytics, artificial intelligence and machine learning, cybersecurity, and technology services to U.S. government agencies.

What you will do

• Oversee day-to-day service desk operations for a centralized enterprise IT support function.
• Manage incident management systems in a performance-based environment while complying with ITIL V4 standards.
• Reengineer, establish, manage, and maintain the service desk according to industry best practices.
• Provide comprehensive support and resolve technical issues across Tier 1, 2, 3, and VIP support levels.
• Measure, monitor, and improve customer satisfaction with service desk services.
• Develop support documentation, including SOPs, troubleshooting guides, FAQs, and knowledge articles.

Requirements

• Minimum AS/AA degree or equivalent required; BA/BS degree preferred.
• At least 6 years of related experience.
• Proven ability to provide comprehensive IT service desk support and ensure continuous, efficient resolution of technical issues.
• Experience managing Tier 1, 2, 3, and VIP-level support.
• Ability to measure, monitor, and improve customer satisfaction.
• Ability to develop and maintain comprehensive operational and technical support documentation.
• Top Secret security clearance required.

Nice to have

• HDI Support Manager certification.
• Experience supporting federal enterprise help desk or service desk contracts.
• Strong technical analysis, troubleshooting, escalation, and technical documentation skills.
• Strong analytical, written, and verbal communication skills, including translating technical risks and content for executive and government stakeholders.
• Ability to collaborate effectively and contribute to a team environment.

Culture & Benefits

• Full-time employment with medical, dental, vision, life, short-term disability, and long-term disability insurance.
• 11 federal holidays and paid time off.
• Performance-based incentives may be available for individual or team achievements.
• 401(k) with company matching and flexible spending accounts for commuter, medical, and dependent care expenses.
• Tuition assistance and charitable contribution matching.