Service Desk Lead (ServiceNow)

Location: Washington, DC; onsite

Salary: $81,850–$120,000 annually

Company

hirify.global delivers IT services and solutions that support the modernization and operation of government agencies.

What you will do

• Lead Tier 1/Tier 2 service desk operations, including queue management, ticket flow, escalations, staffing, coaching, and SLA adherence.
• Own ITIL 4 processes in ServiceNow across incident, problem, change enablement, request fulfillment, and knowledge management.
• Chair ITSM governance reviews and provide KPI, SLA, risk, improvement, and contract-aligned reporting.
• Lead Priority 1 major incident bridges, coordinate multi-tower technical teams, communicate with federal stakeholders, and oversee restoration activities.
• Maintain contract-driven quality targets for CMDB accuracy, knowledge accuracy, and audit-ready ticket documentation.
• Analyze trends and collaborate with engineering, cybersecurity, network, and application teams on service improvement, automation, cloud migration, zero trust, and workflow modernization.

Requirements

• Bachelor’s degree and 5–8 years of IT service desk management experience, or equivalent experience.
• Experience supporting ITSM or service desk operations in federal environments.
• Strong knowledge of ITIL 4 practices and the ServiceNow ITSM suite.
• Experience facilitating major incident response and coordinating multiple technical towers.
• Ability to meet contract documentation, KPI, SLA, security, privacy, and agency compliance standards.
• Ability to obtain and maintain a public trust clearance is required.

Nice to have

• ITIL 4 Foundation or higher-level certification.
• ServiceNow Administrator or ITSM Implementation certification.
• Experience with FISMA, NIST 800-53, DHS 4300A/B, TIC 3.0, or FedRAMP environments.

Culture & Benefits

• Collaborative environment focused on meaningful government IT work.
• Employee Assistance Program and corporate discounts.
• Learning and development platform with certification preparation content.
• Training, education, and certification assistance for full-time employees.
• Referral bonus program, internal mobility program, pet insurance, and flexible work environment.

Hiring process

• Virtual video interview with the hiring manager and/or team; camera use and valid photo ID are required.
• Enhanced biometric ID verification and a background check covering criminal history, education, and employment history.