{"id":2509970,"url":"https://alion.io/job/integralfed-it-service-desk-lead","title":"IT Service Desk Lead","company":{"id":4421101,"name":"Integral Federal","domain":"integralfed.com","url":"https://alion.io/company/integralfed","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vienna, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":130000,"max":145000,"currency":"USD","period":"year","gross":null,"usd_annual":145000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Linux","optional":false},{"name":"Service Desk","optional":false},{"name":"Unix","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-14T08:42:43Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-24T02:51:39Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Overview\nIT SERVICE DESK LEAD\nLocation: Vienna, VA\nClearance: Active TS/SCI Required\nThe IT Service Desk Lead oversees the daily operations, service delivery, and technical performance of a high-volume IT Service Desk responsible for Tier 1-3 support. This role ensures operational excellence across incident management, customer service, quality assurance, performance reporting, and cross-functional IT coordination.\nResponsibilities\nTechnical Support & Escalation Management:\nProvide hands-on support for complex issues across desktops, laptops, mobile devices, peripherals, networks, and enterprise systems.\nLead Tier 2-3 escalations as required, supporting senior technical staff and ensuring proper resolution paths.\nEnsure staff follow approved escalation processes and maintain efficient information flow across the service organization.\nOperational Excellence, Reporting & Governance:\nDevelop, maintain, and optimize SOPs, knowledge articles, training materials, and technical documentation.\nOversee staff training, performance improvement, and quality standards aligned with Government requirements.\nMonitor and analyze incident trends, service request volumes, escalation patterns, and operational risks; implement corrective actions as needed.\nPrepare and deliver weekly and monthly performance reports, including SLA compliance, trend analysis, capacity forecasting, and YTD comparisons.\nSubmit required monthly Service Desk reporting NLT the 5th business day.\nEnsure compliance with contract requirements, SLAs/OLAs, cybersecurity policies, and enterprise IT governance standards.\nProvide proactive communication and status updates to Government PM/COR on incidents, risks, outages, and performance concerns.\nParticipate in daily IT operations meetings and coordinate with infrastructure, network, cybersecurity, and application teams.\nIdentify service improvement opportunities and implement enhancements to increase efficiency and customer satisfaction.\nQualifications\nRequired:\nBachelor’s Degree in Information Technology, Computer Science or related field.\n8+ years of IT Service Desk or IT operations experience, including supervisory responsibilities.\nActive TS/SCI security clearance.\nDoD 8570 IAT II certification (e.g., Security+ CE).\nExperience supporting DoD enterprise environments (JWICS, NIPR, SIPR, NSANET).\nExperience with Remedy or similar ITSM platforms.\nStrong leadership, communication, and staff development skills.\nPreferred:\nITIL v4, A+ or Network+ certifications.\nExperience with Windows and Unix/Linux operating systems.\nWorking knowledge of enterprise networking fundamentals.\nExperience applying business analysis techniques to enhance operations.\nSalary range: $130,000 - $145,000\nThe above salary range represents a general guideline. Integral Federal considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidate's experience, education, skills, and current market conditions.\nDepending on the position, employees may be eligible for overtime, shift differential, and/or discretionary bonuses in addition to base pay.\nCompany Overview\nIntegral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.\nIntegral is headquartered in McLean, VA and serves clients throughout the country.\nWe offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!\nOur package also includes:\n· Medical, Dental & Vision Insurance\n· Flexible Spending Accounts\n· Short-Term and Long-Term Disability Insurance\n· Life Insurance\n· Paid Time Off & Holidays\n· Earned Bonuses & Awards\n· Professional Training Reimbursement\n· Employee Assistance Program\nEqual Opportunity Employer/Protected Veteran/Disability","description_format":"text","description_chars":4237,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":true,"languages":[]},"benefits":["Life insurance","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security"],"lifecycle":[{"event":"open","at":"2026-10-14T08:42:43Z"}],"visa":[],"liveness":{"score":24,"band":"cold","label":"Long shot","p_open":1,"p_active":0.654,"p_room":0.368,"age_days":8,"expected_fill_days":3,"reasons":["conf:1","urgency","velocity","win:tail"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":145000,"is_top_pay":true},"html_url":"https://alion.io/job/integralfed-it-service-desk-lead","json_url":"https://alion.io/job/integralfed-it-service-desk-lead.json","meta":{"generated_at":"2026-10-24T03:39:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5781,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421101},"rest":"https://alion.io/mcp/rest/get_company?id=4421101"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintegralfed-it-service-desk-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintegralfed-it-service-desk-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintegralfed-it-service-desk-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/integralfed-it-service-desk-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintegralfed-it-service-desk-lead"}]}