Service Desk Lead
Accenturefederalservices · Lorton, VA
About this role
**Service Desk Lead** **About the role** The Service Desk Lead is a front-line operations leader ensuring fast, high-quality end-user support across Tier 1 and Tier 1.5 in a secure, mission-focused ITSM environment. The team is split between **Reston and Lorton, VA**. You’ll mentor technicians, refine processes, and drive automation so the desk scales efficiently—while protecting SLA performance. You’ll also serve as the escalation point for complex issues requiring advanced troubleshooting and calm judgment in high-stakes situations. **The Work** - Operate within **PL-3** constraints to ensure compliant, resilient support for **Windows enterprise environments** and **Microsoft 365** services (Exchange, SharePoint, Office, enterprise file services) and **Azure Virtual Desktop (AVD)**. - Champion secure, reliable operations for endpoints, identities, and data using **STIG-based** configurations and **JSIG-aligned** procedures. - Partner with cybersecurity, engineering, cloud operations, and mission teams to maintain secure, stable environments. - Document and maintain **runbooks, standards, and knowledge articles** that meet audit requirements and speed onboarding. - Coordinate identity and access activities while supporting **Attribute-Based Access Control (ABAC)** workflows. - Implement intelligent ticket routing, automated categorization, and self-service solutions using **PowerShell**, **Power Automate**, **Power Apps**, and ITSM platform features. - Reduce manual handoffs, improve first-call resolution, and build transparent workflows that surface bottlenecks. - Track and act on performance metrics: response/resolution times, customer satisfaction, and first-contact fix rates. - Use data insights to coach team members, improve processes, and communicate trends to leadership. - Lead the desk’s efforts during incidents—from triage through root-cause analysis. - Manage scheduling and staffing coverage. - Facilitate cadence meetings, training, and knowledge-sharing across shifts. **Here’s What You Need** - **5–10 years** of experience in IT operations and technical support, including **1–2 years** in a technical leadership, team lead, or senior support role. - Experience supporting **identity and access management** systems, including coordination with the **Security Database of Record** for user access workflows. - Experience supporting **PL-3** environments across **AVD**, Office tools, Exchange, SharePoint, and enterprise file services. - Experience with modern **ITSM platforms** supporting automation, service delivery, and operational excellence. - Experience with **Windows Server**, **Active Directory**, **Office 365/Microsoft 365**, and enterprise applications. - Strong technical foundation with **PowerShell** scripting and basic automation capabilities. - Possess a **DoD 8570/8140** certification. **Bonus Points If You Have** - Experience supporting **ABAC** environments (user attribute verification and access request coordination). - Experience implementing enterprise ITSM processes using **Jira Service Management**. - Experience supporting **Azure** environments (AVD, Azure AD/Entra ID, Microsoft 365 services). - Knowledge of **Azure subscriptions/resources** and basic cloud service support. - Experience supporting **Azure Storage** and secure access patterns for mission workloads. - Familiarity with **Azure Virtual Machines** (troubleshooting, monitoring, performance support). - Understanding of **Azure Virtual Networks**,
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