IT Service Desk Lead

GovCIO LLC seeks an HQ Support Lead to oversee day-to-day IT and operational support for our headquarters, ensuring smooth delivery of services that power mission-critical federal programs. In this role, you'll lead a small team, manage service desk workflows, coordinate escalations with engineering and cybersecurity teams, and track SLAs and performance metrics. You'll standardize processes, refine knowledge bases, and drive continuous improvement while serving as a key liaison to business and federal stakeholders in a collaborative, mission-driven, and fast-paced environment.

Responsibilities

• Lead and mentor HQ support staff handling IT and operational requests
• Oversee service desk operations, ticket queues, and escalations to engineering and cybersecurity teams
• Monitor SLAs, uptime, and support performance metrics; report trends to leadership
• Standardize and document support processes, workflows, and knowledge base articles
• Coordinate with internal stakeholders and vendors to resolve complex issues impacting HQ operations
• Support implementation of new tools, systems, and upgrades with minimal disruption to business users
• Ensure adherence to federal IT, security, and compliance requirements in day-to-day support
• Identify and drive continuous improvement initiatives to enhance user experience and service quality

Required Skills

• IT service management (ITSM)
• Service desk operations
• Incident and request management
• Performance metrics and reporting
• Process improvement / SOP development
• Ticketing systems (e.g., Service
• Now, Jira)
• Stakeholder and vendor coordination
• Federal IT / government environment familiarity
• Team leadership and coaching
• Cybersecurity and compliance awareness