Service Desk Lead

NetImpact Strategies is seeking a proactive and skilled Service Desk Lead to oversee the Desktop Support team within a Federal Healthcare Agency. The Service Desk Lead will ensure optimal desktop support services are provided in compliance with Service Level Agreements (SLA) and will manage the Incident, Change, and Problem Management Processes. This role involves coordinating with various IT support teams, hardware and software vendors, and ensuring high standards of customer service and technical troubleshooting. 

This role is onsite in Bethesda, MD.

Responsibilities: 

• Lead and Manage ServiceDesk Team: Supervise and guide a team of ServiceDesk technicians, ensuring they provide timely and efficient IT support to end-users. 
• Incident and Request Management: Oversee the resolution of service requests and incidents, ensuring they are logged, prioritized, and resolved according to service level agreements (SLAs). 
• Escalation Management: Act as the point of escalation for complex technical issues, ensuring that they are resolved quickly and effectively, and maintaining clear communication with end-users. 
• Ensure Adherence to ITIL Processes: Enforce ITIL-based best practices for incident, problem, change, and service request management to maintain consistency and high-quality service delivery. 
• Training and Mentoring: Provide coaching, training, and development opportunities for ServiceDesk staff, helping them improve technical skills and customer service. 
• Reporting and Performance Tracking: Monitor team performance through key performance indicators (KPIs) and generate regular reports to track incident trends, service levels, and user satisfaction. 
• Improve Service Delivery: Continuously evaluate and optimize ServiceDesk processes to enhance service quality, reduce response times, and improve user satisfaction. 
• Coordinate with IT Teams: Collaborate with other IT teams (e.g., network, systems, and security) to ensure timely resolution of issues and smooth communication between departments. 
• User Communication and Support: Provide clear communication to end-users regarding the status of their issues, escalate as necessary, and ensure users receive proper solutions or workarounds. 
• Maintain Knowledge Base: Ensure that the ServiceDesk maintains an up-to-date knowledge base for both staff and end-users, providing self-service options for common issues and solutions. 

Required

• Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent work experience). 
• 5+ years of experience in IT support or ServiceDesk roles, with at least 2-3 years in a leadership position. 

Preferred

• Previous federal consulting experience
• ITIL Foundation 
• CompTIA A+ 
• Microsoft Certified: Windows Server Fundamentals 

#LI-Onsite

Perks of working at NetImpact Strategies 

• Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team 

• Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required 

• Work hard, play hard – we offer a generous Paid Time Off (PTO) policy and observe ALL ten (10) federal holidays 

• Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!) 

• Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications! 

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024! 

• Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!  

ABOUT US 

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact’s core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government. 

ACCESSIBILITY NOTE 

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended (“ADA”), and applicable state and local laws. It is NetImpact’s policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual’s disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact’s online employment application, please contact careers@netimpactstrategies.com. 

EQUAL OPPORTUNITY EMPLOYER 

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").