Job description

The IT Service Desk Lead is responsible for overseeing daily enterprise IT service desk operations supporting OCIO users and stakeholders. This role manages operational support activities across Tier 0, Tier 1, and coordinated Tier 2 support functions while ensuring delivery of high-quality customer service, incident resolution, and operational performance in accordance with contract requirements and ITIL best practices. ***This position is contingent upon contract award.*** Responsibilities: Lead day-to-day service desk operations and ensure consistent delivery of enterprise IT support services. Manage incident management, request fulfillment, escalation handling, and customer communications. Ensure compliance with established SLAs, SOPs, quality standards, and performance metrics. Supervise service desk personnel and coordinate staffing coverage during operational hours. Monitor ticket queues, escalation timelines, customer satisfaction metrics, and service performance trends. Coordinate with Tier 2 and Tier 3 teams to resolve complex technical issues. Oversee service desk reporting, ticket documentation quality, and knowledge management activities. Support onboarding of new bureaus and users into the enterprise service desk environment. Manage VIP support coordination and high-priority incidents. Identify recurring operational issues and implement process improvements and automation opportunities. Support knowledge base development, self-service initiatives, and user communications. Participate in continuity of operations and surge support activities as required. Qualifications: Years of Experience: Minimum 7 years of experience leading or managing enterprise IT service desk operations. Education Level: Bachelor’s degree in Information Technology, Computer Science, or related field preferred. Clearance Requirements: Active Top Secret Clearance required. Certification Requirements: HDI Support Manager Certification (Preferred) ITIL Foundation Certification (Preferred) Any other work-related qualifications needed for the role: Demonstrated experience implementing or operating ITIL-based service desk environments. Experience managing incident management systems and service desk performance metrics. Strong customer service, team leadership, and communication skills. Experience supporting ServiceNow or similar ITSM platforms. Ability to operate effectively in fast-paced, mission-critical federal environments. U.S. Citizenship required. Salary Range: $154,000 to $174,000 The compensation range listed for this position represents the good faith salary range Diné Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position s responsibilities, the candidate s education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements. About Us Diné Development Corporation (DDC) is a Navajo Nation–owned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and the communities we serve. Benefits Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement. Equal Opportunity & Compliance Statement This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify. DDC is committed to providing equal employment opportunities to all applicants and employees. If you require a reasonable accommodation to participate in the application or interview process, please contact Recruiting for assistance recruiting ddc-dine.com

Requirements

Must-haves

This position is contingent upon contract award.***
Lead day-to-day service desk operations and ensure consistent delivery of enterprise IT support services.
Manage incident management, request fulfillment, escalation handling, and customer communications.
Ensure compliance with established SLAs, SOPs, quality standards, and performance metrics.
Supervise service desk personnel and coordinate staffing coverage during operational hours.
Monitor ticket queues, escalation timelines, customer satisfaction metrics, and service performance trends.
Coordinate with Tier 2 and Tier 3 teams to resolve complex technical issues.
Oversee service desk reporting, ticket documentation quality, and knowledge management activities.
Support onboarding of new bureaus and users into the enterprise service desk environment.
Manage VIP support coordination and high-priority incidents.
Identify recurring operational issues and implement process improvements and automation opportunities.
Support knowledge base development, self-service initiatives, and user communications.
Participate in continuity of operations and surge support activities as required.
Years of Experience: Minimum 7 years of experience leading or managing enterprise IT service desk operations.
Clearance Requirements: Active Top Secret Clearance required.
Any other work-related qualifications needed for the role: Demonstrated experience implementing or operating ITIL-based service desk environments.
Experience managing incident management systems and service desk performance metrics.
Strong customer service, team leadership, and communication skills.
Experience supporting ServiceNow or similar ITSM platforms.
Ability to operate effectively in fast-paced, mission-critical federal environments.
U.S. Citizenship required.

Nice-to-haves

Education Level: Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
Certification Requirements: HDI Support Manager Certification (Preferred)
ITIL Foundation Certification (Preferred)

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: workday
Effort: long

Benefits

Benefits detected in the listing.

Dental

Vision

Paid Time Off