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Service Desk Lead with Secret Clearance

Calnet

Columbia, District of Columbia

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JOB DETAILS
SKILLS
Asset Management, Best Practices, Business Performance Management, Capability Maturity Model Integration (CMMI), Citrix Product Family, Coaching, CompTIA Security+, Computer Networks, Computer Science, Computer Security, Consulting, Continuous Improvement, Corrective Action, Customer Escalations, Customer Experience, Customer Satisfaction, Customer Support/Service, Develop and Maintain Customers, Documentation, Establish Priorities, FISMA - Federal Information Security Management Act, Financial Operations, Financial Reporting, Government, Government Contracts, Help Desk, ISO (International Organization for Standardization), ISO 9001, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Incident Response, Information Technology & Information Systems, Information/Data Security (InfoSec), Intelligence Analysis, Leadership, Local Area Network (LAN), Maintain Compliance, Maintenance Services, Market Surveys, Mentoring, Microsoft Active Directory, Microsoft Windows Operating System, Needs Assessment, On Call, Operational Support, Operations, Operations Management, Performance Analysis, Performance Management, Performance Metrics, Policy Development, Process Improvement, Quality Assurance, Reporting Dashboards, Sales Management, Secret Clearance, Security Clearance, Service Delivery, Service Level Agreement (SLA), ServiceNow, Standard Operating Procedures (SOP), Standup Meetings, Status Reports, Surveillance, Team Lead/Manager, Technical Support, Technology Analysis, Trend Analysis, U.S. National Institute of Standards and Technology (NIST), United States Department of Defense (DoD)
LOCATION
Columbia, District of Columbia
POSTED
30+ days ago

Description

Founded in 1989, CALNET, Inc. has become one of the fastest growing privately held companies in the Technology, Intelligence Analysis, and Language Services consulting arena. Headquartered in Reston, VA, CALNET employees deliver true value to our customers by employing best practices, world-class technologies industry expertise in every project. CALNET is ISO 9001, ISO 20000, and CMMI-Level III certified
 
As a Prime Government Contractor for a major government institution, we are currently searching for a talented Service Desk Lead with Secret Clearance to workin Washington DC
Position Overview
The Service Desk Lead is responsible for the overall leadership, management, performance, and operational excellence of the ITIL-based Service Desk supporting the Government’s Secure Data Network. This role ensures delivery of high-quality IT support services, achievement of Service Level Agreements (SLAs), compliance with the Quality Assurance Surveillance Plan (QASP), and adherence to Treasury security and operational standards.
The Service Desk Lead serves as the operational lead for Service Desk activities, ensuring incident, request, and problem management functions are executed effectively and efficiently while maintaining a customer-first service culture.
 
Key Responsibilities
1. Service Desk Operations Management
  • Lead and manage daily Service Desk operations supporting IT incidents, service requests, and inquiries.
  • Ensure onsite coverage during core hours (7:00 AM – 6:00 PM ET) and effective 24x7 operational support.
  • Oversee staffing schedules and adjust shifts to meet changing ticket volumes and operational demands.
  • Maintain escalation procedures for Priority 1, 2, and 3 incidents.
  • Ensure on-call personnel meet 1-hour response and 2-hour onsite requirements for critical events.
  • Facilitate daily stand-up meetings and ensure preparation and distribution of Daily Status Reports (DSR/SITREP).
2. SLA & Performance Management
  • Ensure compliance with QASP performance metrics, including:
    • 90% first-contact resolution
    • 100% ticket logging accuracy
    • 100% ticket closure within 1 hour of resolution
    • Help Desk Answer Time ( 60 seconds, 90% compliance)
  • Track weekly, monthly, and bi-annual Service Desk performance reports.
  • Develop performance dashboards and trend analysis.
  • Implement corrective action plans for SLA deviations.
  • Drive continuous improvement initiatives to exceed Acceptable Quality Levels (AQLs).
3. Incident & Request Management
  • Oversee logging and tracking of all incidents and service requests.
  • Ensure proper categorization, prioritization, and documentation of tickets.
  • Monitor escalation processes and ensure Service Desk remains engaged throughout ticket lifecycle.
  • Ensure proper handling of:
    • Active Directory account management
    • Password resets
    • Group policy modifications
    • Citrix troubleshooting
    • Remote assistance support
    • Asset tracking entries
4. Customer Experience & Quality Assurance
  • Implement and manage customer satisfaction survey processes.
  • Analyze complaint trends and ensure same-day escalation of customer complaints.
  • Promote professional conduct and high customer service standards.
  • Ensure 100% documentation accuracy and lifecycle ticket updates.
  • Coordinate development and annual update of Standard Operating Procedures (SOPs).
5. Security & Compliance
  • Ensure Service Desk operations comply with:
    • FISMA
    • NIST SP 800-53
    • DoD and CNSS directives
  • Ensure all personnel maintain required security clearances and training.
  • Coordinate with ISSO and Security teams for incident response and vulnerability reporting.
  • Support DR/COOP exercises and maintain operational readiness.
6. Reporting & Deliverables
  • Prepare and submit:
    • Daily Status Reports (by 8:00 AM ET)
    • Weekly Service Desk Reports
    • Monthly Service Desk Reports
    • Bi-annual performance reports
  • Support Monthly Project Management Reviews (PMRs).
  • Provide ad hoc reporting to COR and Government leadership.
  • Ensure deliverables meet accuracy, timeliness, and completeness standards.
7. Team Leadership & Workforce Development
  • Lead a team of junior, mid-level, and senior Service Desk technicians.
  • Provide coaching, mentoring, and performance management.
  • Identify training needs and ensure ITIL-aligned service delivery.
  • Maintain low turnover and high morale.
  • Replace underperforming staff as required.
Required Qualifications
  • Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
  • Minimum 7–10 years of IT support experience.
  • Minimum 3–5 years in a Service Desk leadership role.
  • Experience managing ITIL-based Service Desk environments.
  • Experience supporting enterprise IT infrastructure in federal or national security environments.
  • Active Secret clearance (Tier 3 investigation).
  • Strong knowledge of:
    • Windows 10/11
    • Active Directory
    • Citrix environments
    • LAN networking
    • ITSM platforms (ServiceNow or similar)
 
Desired Certifications
  • ITIL v4 Foundation (or higher)
  • CompTIA Security+
  • HDI Support Center Manager
This opportunity is in Washington DC
CALNET, Inc. offers a competitive salary and a generous benefits package.  This package includes medical, dental, vision, life, short- and long-term disability insurances, a 401(k)-retirement savings plan, and generous leave time.
CALNET, Inc. is an Equal Opportunity Employer. EEO/M/F/D/V
 

About the Company

C

Calnet

Since 1989, CALNET, Inc. has used its Technology & Intelligence Analysis solutions to help many of the largest government, telecom, financial, public sector, high-tech and services organizations remain agile by obtaining explicit business results through the rapid application and delivery of advanced IT, Telecom and Intelligence Analysis solutions.

Our Technology & Intel Analysis solutions have been found at the heart of this decade's most exciting development efforts. Our management team is comprised of technically savvy engineers, Intelligence Analysis Experts, experienced business managers and proven project leaders with a knack for executing projects with bottom line results.

Since its start as a single person consulting effort, CALNET, Inc. has become one of the fastest growing privately held companies in the IT, Telecom and Intelligence Analysis consulting services arena. Headquartered in Reston, VA and with a branch office in San Diego, CALNET, Inc. employees deliver true value to our customers by employing best practices, world class technologies and intelligence analysis solutions, quality assurance and industry expertise in every project.

CALNET, Inc.'s success as a company depends solely upon providing our clients with the people and solutions they need in a timely and cost effective manner. Our value proposition is based on the talent and experience that CALNET, Inc. and partners bring forward to every engagement. Our company slogan: "Partnership for Success" signifies our commitment to win customers one project at a time.
COMPANY SIZE
500 to 999 employees
INDUSTRY
Internet Services
WEBSITE
http://www.calnet.com/