IT Service Desk Lead (Top Secret Cleared)

Location: Client Site in Washington, DC; hybrid work arrangement.

Salary: $125,000–$160,000 USD annually.

Company

hirify.global is a mission-driven IT services company and systems integrator supporting digital transformation and modernization for federal government agencies.

What you will do

• Lead daily service desk operations, including ticket intake, triage, prioritization, assignment, escalation, and resolution.
• Supervise service desk personnel, assign responsibilities, and coordinate workloads and priorities.
• Manage incident and service request workflows in a performance-based environment aligned with ITIL 4 and contractual requirements.
• Monitor service-level agreements, backlogs, response and resolution times, first-call resolution, and customer feedback; implement corrective actions.
• Coordinate Tier 0–3 support across end users, technical teams, vendors, and government stakeholders.
• Develop and maintain standard operating procedures, escalation processes, knowledge articles, training materials, reports, and deliverables.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; an equivalent qualification or qualifying project management certification such as PMP or FAC-P/PM may be accepted consistent with contract requirements.
• At least five years of related experience in IT service delivery, service desk operations, or a similar field, including experience leading service desk personnel and overseeing daily support operations.
• Experience managing an incident management system in a performance-based environment aligned with ITIL 4 practices.
• Expert-level experience establishing or re-engineering service desks according to industry best practices.
• Experience monitoring service performance, managing escalations, and implementing operational improvements.
• Strong analytical, problem-solving, organizational, and communication skills, with the ability to manage competing priorities and maintain productive customer, technical-team, and vendor relationships.
• Active Top Secret security clearance and U.S. citizenship required.

Nice to have

• HDI Support Center Manager certification or an equivalent service desk management certification.
• Experience using ServiceNow for incidents, service requests, workflows, reporting, and knowledge resources.
• Experience supporting federal enterprise IT service desk or contact center operations.
• Experience with service desk transitions, centralization, or modernization initiatives.
• Experience coordinating support across multiple organizations, locations, or technical support tiers.

Culture & Benefits

• Mission-driven work supporting federal government modernization and public-sector missions.
• Employee-first culture based on trust, ownership, meaningful work, and professional growth.
• Flexible, supportive hybrid work environment.
• Equal employment opportunity and accommodation support are provided.
• Veteran and disability self-identification and accessibility support are available.