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It Service Desk Lead Jobs (NOW HIRING)

Integral

IT Service Desk Lead

Vienna, VA

IT SERVICE DESK LEAD Location: Vienna, VA / Fort Belvoir, VA Clearance: Active TS/SCI Required The IT Service Desk Lead oversees the daily operations, service delivery, and technical performance of a ...

Integral

IT Service Desk Lead

Vienna, VA · On-site

Overview IT SERVICE DESK LEAD Location: Vienna, VA / Fort Belvoir, VA Clearance: Active TS/SCI Required The IT Service Desk Lead oversees the daily operations, service delivery, and technical ...

Northbridge University

PR · On-site

The IT Service Desk Lead plays a critical leadership and operational role in ensuring the delivery of high-quality IT support services across all NUC University regions and campuses. This position ...

Inktel

Service Desk Lead - Enterprise IT

Doral, FL · On-site

Job Summary We are hiring an experienced Service Desk Lead to lead enterprise IT support operations in a high-visibility, professional environment. This role requires hands-on technical expertise and ...

Astrion

Enterprise Service Desk Lead

Huntsville, AL · On-site

Overview Enterprise Service Desk Lead LOCATION: Huntsville, AL (ONSITE) JOB STATUS: Full-time ... Bachelor's degree in Computer Science, Information Technology, Engineering, or related field with ...

Astrion

Enterprise Service Desk Lead

Huntsville, AL · On-site

$85K - $100K/yr

Overview Enterprise Service Desk Lead LOCATION: Huntsville, AL (ONSITE) JOB STATUS: Full-time ... Bachelor's degree in Computer Science, Information Technology, Engineering, or related field with ...

Ardent

Service Desk Lead

New York, NY · On-site

Ardent is seeking a Service Desk Lead to oversee day-to-day service desk operations, ensuring ... Enforce IT service management best practices and ensure compliance with contract and security ...

Ardent

Service Desk Lead

New York, NY · On-site

Ardent is seeking a Service Desk Lead to oversee day-to-day service desk operations, ensuring ... Enforce IT service management best practices and ensure compliance with contract and security ...

GDIT

Service Desk Lead

Concord, NC

$85K - $115K/yr

As the Information Technology Service Desk Lead for the CITS Program, assists with leading, training and providing oversight to the Service Desk teams. Provides subject matter expertise on Service ...

Essnova Solutions, Inc.

Service Desk Lead

Washington, DC · On-site

The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Maintain and provide escalation contact list(s) for all IT services (including subcontractors and ...

Essnova Solutions, Inc.

Service Desk Lead

Washington, DC · On-site

The Service Desk Lead will provide on-site support for DoD OIG's headquarters personnel and remote ... Maintain and provide escalation contact list(s) for all IT services (including subcontractors and ...

kgs

Service Desk Lead

Vienna, VA

The Service Desk Lead is to assist and oversee the support of operations and other systems. The ... Evaluate and recommend adoption of new or enhanced approaches to delivering IT Service Desk ...

Zing Recruiting

IT Service Desk Manager

Memphis, TN · On-site

Zing Recruiting is seeking an IT Service Desk Manager to lead and manage IT Service Desk operations across multiple locations. The role is responsible for service delivery, team leadership, incident ...

CSV-TAUREAN

Service Desk Lead

Alexandria, VA

Secret Overview The Service Desk Lead oversees Tier I and Tier II operations, ensuring prompt ... Bachelor's degree in computer science, information systems, information technology, or business ...

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All JobsIt Service Desk Lead Jobs

It Service Desk Lead information

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How much do it service desk lead jobs pay per hour?

As of Jul 27, 2026, the average hourly pay for it service desk lead in the United States is $30.74, according to ZipRecruiter salary data. Most workers in this role earn between $19.71 and $43.03 per hour, depending on experience, location, and employer.

What is the difference between It Service Desk Lead vs It Support Specialist?

AspectIt Service Desk LeadIt Support Specialist
CertificationsITIL, CompTIA A+, HDI-Support Center AnalystCompTIA A+, HDI-Support Center Analyst
Work EnvironmentSupervises support team, manages escalationsProvides technical support to end-users
Employer & Industry UsageIT departments, managed service providersCorporate, healthcare, education sectors
Search & Comparison IntentLeadership, team management, escalation handlingTechnical support, troubleshooting, end-user assistance

The It Service Desk Lead typically oversees support teams, manages escalations, and ensures service quality, requiring leadership skills and certifications like ITIL. In contrast, the It Support Specialist focuses on providing direct technical support to users, troubleshooting issues, and resolving technical problems. Both roles are essential in IT support but differ mainly in responsibility level and scope.

What is an IT Service Desk Lead?

An IT Service Desk Lead is a professional responsible for overseeing the daily operations of an organization's IT service desk team. They ensure effective incident and request management, provide guidance and support to team members, and act as a point of escalation for complex technical issues. The Service Desk Lead is also involved in training, process improvement, and maintaining high levels of customer satisfaction. Their role bridges communication between IT staff and end-users, ensuring efficient resolution of technical problems.

What are the key skills and qualifications needed to thrive as an IT Service Desk Lead, and why are they important?

To thrive as an IT Service Desk Lead, you need strong technical troubleshooting skills, leadership experience, and a background in IT support, typically supported by a relevant degree or certifications like ITIL or CompTIA. Familiarity with ticketing systems (e.g., ServiceNow), remote desktop tools, and incident management platforms is essential. Excellent communication, problem-solving, and team management skills help in guiding service desk staff and ensuring high customer satisfaction. These skills ensure effective incident resolution, efficient team performance, and alignment with organizational IT service standards.

What are some common challenges faced by an IT Service Desk Lead, and how can they effectively address them?

As an IT Service Desk Lead, one common challenge is balancing the technical demands of troubleshooting with managing and motivating the team, especially during high-volume periods. Effective delegation, clear communication, and implementing robust ticket management systems can help streamline workflows. Additionally, fostering a culture of continuous learning and regular feedback ensures that both technical issues and team dynamics are proactively addressed. Building strong relationships with other IT departments and business units also helps in resolving escalated issues more efficiently.
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It Service Desk Lead jobs near you
Infographic showing various It Service Desk Lead job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 20% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $63,945 per year, or $30.7 per hour.
IT Service Desk Lead

IT Service Desk Lead

Integral

Vienna, VA

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 18 days ago

Job description

IT SERVICE DESK LEAD

Location: Vienna, VA / Fort Belvoir, VA

Clearance: Active TS/SCI Required

The 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.


Technical Support & Escalation Management:

• Provide hands-on support for complex issues across desktops, laptops, mobile devices, peripherals, networks, and enterprise systems.

• Lead Tier 2–3 escalations as required, supporting senior technical staff and ensuring proper resolution paths.

• Ensure staff follow approved escalation processes and maintain efficient information flow across the service organization.

Operational Excellence, Reporting & Governance:

• Develop, maintain, and optimize SOPs, knowledge articles, training materials, and technical documentation.

• Oversee staff training, performance improvement, and quality standards aligned with Government requirements.

• Monitor and analyze incident trends, service request volumes, escalation patterns, and operational risks; implement corrective actions as needed.

• Prepare and deliver weekly and monthly performance reports, including SLA compliance, trend analysis, capacity forecasting, and YTD comparisons.

• Submit required monthly Service Desk reporting NLT the 5th business day.

• Ensure compliance with contract requirements, SLAs/OLAs, cybersecurity policies, and enterprise IT governance standards.

• Provide proactive communication and status updates to Government PM/COR on incidents, risks, outages, and performance concerns.

• Participate in daily IT operations meetings and coordinate with infrastructure, network, cybersecurity, and application teams.

• Identify service improvement opportunities and implement enhancements to increase efficiency and customer satisfaction.


Required:

• Bachelor’s Degree in Information Technology, Computer Science or related field.

• 8+ years of IT Service Desk or IT operations experience, including supervisory responsibilities.

• Active TS/SCI security clearance.

• DoD 8570 IAT II certification (e.g., Security+ CE).

• Experience supporting DoD enterprise environments (JWICS, NIPR, SIPR, NSANET).

• Experience with Remedy or similar ITSM platforms.

• Strong leadership, communication, and staff development skills.

Preferred:

• ITIL v4, A+ or Network+ certifications.

• Experience with Windows and Unix/Linux operating systems.

• Working knowledge of enterprise networking fundamentals.

• Experience applying business analysis techniques to enhance operations.


Integral 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.

Integral is headquartered in McLean, VA and serves clients throughout the country.

We 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!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Employee Assistance Program

Equal Opportunity Employer/Protected Veteran/Disability

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