New

Service Desk Lead

Nationwide IT Services
vision insurance, paid holidays, 401(k)
United States, Virginia, Arlington
Aug 22, 2025
Service Desk Lead 100% Onsite Possess Top Secret clearance with SCI eligibility Information Technology Information Library (ITIL) v3 or later certificate. National Capital Region (NCR) Alexandria, VA Nationwide IT Services is seeking a full-time Service Desk Lead to support the Department of Defense Office (DoD), Inspector General (OIG), and Information Technology Support Services (ITSS). The DoD OIG mission is to detect and deter fraud, waste, and abuse in DoD programs and operations; promote the economy, efficiency, and effectiveness of the DoD; and help ensure ethical conduct throughout the DoD. The DoD OIG keeps the Secretary of Defense and Congress informed of fraud, waste, abuse, and program deficiencies identified through its oversight work. The DoD OIG's administrative and criminal investigators, auditors, evaluators, and support staff operate globally, conducting investigations, audits, evaluations, and mission support activities to accomplish the DoD OIG's mission. Duties and Responsibilities: Lead, motivate, and supervise a team of service desk agents.This includes monitoring performance, providing feedback, and ensuring team members fulfill their assigned tasks. Managing capacity scheduling, resource disposition, quality coverage, knowledge tools, and metric adherence. Ensure that the service desk effectively resolves incidents, fulfills requests, and maintains service level agreements (SLAs). Identify opportunities to optimize service desk processes, improve efficiency, and enhance the overall customer experience. Contribute to the development and maintenance of the knowledge base, ensuring that accurate and up-to-date information is available to the team. Generate reports on service desk performance, identifying trends, and providing insights to improve service delivery. Facilitate training sessions for team members, ensuring they have the skills and knowledge to effectively perform their roles. Maintain effective communication with other teams within the organization, fostering collaboration and ensuring alignment with business objectives. Job Qualifications: Possess current Security Clearance of TS with SCI eligibility. Bachelor's degree in computer science, information systems, business administration, information technology, or equivalent work experience. 9 years' experience in helpdesk/desktop support. 3 years' experience managing technical personnel. 2 years' experience with ServiceNow platform and M365 products. Information Technology Information Library (ITIL) v3 or later certificate. About Nationwide IT Services: NIS is an IT and Management consulting company that is a CVE-verified Service-Disabled Veteran-Owned Small Business. Our mission is to deliver value-added services to our customers, leveraging technology, people, and industry best practices to implement innovative solutions through our trusted employees and team members. Our benefits package includes medical, dental, and vision insurance, life and disability insurance, a 401(k) plan with employer match, paid holidays, PTO (sick/vacation), commuter benefits, an employee assistance program (EAP), and educational reimbursement, as well as pet insurance. Nationwide IT Services, Inc. provides equal employment opportunities (EEO) to all qualified applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, genetics, disability, or protected veteran status.