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: 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: 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 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
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
********Direct Applicants, only. No Agencies, No third-party recruiters, please********
ActioNet Core Value #1 - Instill Integrity In Everything We Do
#J-18808-Ljbffr
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: 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: 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 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
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
********Direct Applicants, only. No Agencies, No third-party recruiters, please********
ActioNet Core Value #1 - Instill Integrity In Everything We Do
#J-18808-Ljbffr