Service Desk Team Lead (Hardware)

Service Desk Team Lead (Hardware)

Location

US-VA-Falls Church

ID

2025-1426

Remote

Yes

Overview

JOB TITLE : Service Desk Team Lead (Hardware)

GOVERNMENT AGENCY : DOJ EOIR

POSITION INFORMATION : Full-time

LOCATION : Falls Church, VA; Hybrid (4 days onsite / 1 day telework)

POSITION TIMING : Position requires candidate to obtain a DOJ Public Trust clearance which can take 4-6 weeks to process and must be complete prior to starting employement

BENEFITS : Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks' Paid Time Off

ITC Federal is seeking a motivated, career and customer-oriented Service Desk Team Lead (Hardware) to join our team in Falls Church, VA . This is a hybrid position, supporting the US government. Regular weekly schedule will be 4 days working on site and 1 day working remote. This is a fast-paced work environment that offers the opportunity to utilize hands-on experience with a variety of IT solutions to solve mission-critical problems supporting the US government.

ITC Federal, LLC, (ITC) is an information technology and consulting company focused on servicing the needs of the Federal Government. ITC's mission is to apply earned expertise in DevSecOps, Cloud Computing, Federal Financial Systems, App Dev, and Cyber Security to assist our clients in achieving their mission. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ITC , you'll help protect our national security while working on innovative projects that offer opportunities for advancement.

Responsibilities

RESPONSIBILITIES :

Lead and manage Service Desk Operations for a large federal client, ensuring high-quality service delivery, client satisfaction, and achievement of key performance indicators (KPIs).

• Collaborate closely with federal client stakeholders to understand their specific service desk requirements, and business objectives.
• Oversee a team responsible for Level 1 triage and escalation support, providing timely and effective resolution of IT incidents and service requests.
• Lead the implementation of Major Incident management practices to handle critical incidents, minimize impact, and restore services as quickly as possible.
• Develop and enforce incident management and service request processes to ensure efficient ticket resolution.
• Monitor and report on trends to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
• Provide leadership to service desk technicians ensuring effective communication, training and performance management.
• Provide regular updates and reporting to federal clients on the status of service desk operations and improvement initiatives.
• Lead and attend weekly Service Desk meetings to highlight performance and collaborate with other Leadership Team members to plan and implement processes.
• Manage hardware projects including government-furnished equipment (GFE) refreshes, deployments, and disposals, and end user office moves.
• Work a set 8-hour shift within Service Desk operating hours of 6 : 00 AM to 8 : 00 PM Eastern Time.
• Complete other duties as assigned.

Qualifications

Preferred Qualifications :

WORK ENVIRONMENT AND PHYSICAL DEMANDS : Candidate must be able to function in general office environment.

ITC Federal is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.