Service Desk Lead|Req#4269

Description

• ActioNet has an opportunity for a Service Desk Lead requiring an active Secret clearance. This position is located in Vienna,VA.

  Supports: Service Desk, Deskside Support, Network Operations, Cybersecurity, Application Support

  Role Description:

  The Service Desk Lead is responsible for overseeing day-to-day service desk operations and service delivery performance for a federal customer. This role serves as a primary customer-facing point of contact and ensures IT support services meet contractual service level agreements. The Delivery Lead manages escalations, coordinates cross-functional teams, and supports service delivery across unclassified and classified environments, including NIPRNet and SIPRNet, while driving continuous service improvement.

  Duties and 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

  Basic Qualifications:

  • 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 Qualifications:

  • 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

ActioNet 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 Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 26+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!

Core Capabilities:

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations
• Engineering & Installation

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace for the twelfth year in a row (2014 - 2025). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.

What's in It For You?

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?

ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

• 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

ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

********Direct Applicants, only. No Agencies, No third-party recruiters, please********