Service Desk Lead

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

Job Description

The Service Desk Lead is a front-line operations leader who ensures fast, high-quality end‑user support across Tier 1 and Tier 1.5 in a secure, mission‑focused ITSM environment. Team is split between Reston and Lorton, VA. This role sets the tone for service excellence by mentoring technicians, refining processes, and driving automation so the desk scales efficiently without sacrificing responsiveness or rigor. You will own daily queue health—prioritizing, balancing workloads, and protecting SLA performance—while serving as the escalation point for complex issues that require advanced troubleshooting, clear judgment, and calm 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 closely 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, with at least 1-2 years in a technical leadership, team lead, or senior support role

• Experience supporting identity and access management systems, including coordination with 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 Attribute-Based Access Control (ABAC) environments, including user attribute verification and access request coordination

• Experience implementing and supporting enterprise ITSM processes leveraging Jira Service Management to enable automation, scalable service delivery, and operational excellence.

• Experience supporting Azure environments, including Azure Virtual Desktop (AVD), Azure AD/Entra ID, and Microsoft 365 services

• Knowledge of Azure subscriptions, resources, and basic cloud service support

• Experience supporting Azure Storage, including Storage Accounts and secure access patterns for mission workloads

• Familiarity with Azure Virtual Machines, including basic troubleshooting, monitoring, and performance support

• Understanding of Azure Virtual Networks, connectivity issues, VPN troubleshooting, and secure network architectures supporting PL-3 and mission systems

• Familiarity with enterprise monitoring and analytics such as Azure Monitor, Log Analytics, and basic Kusto Query Language (KQL) for operational troubleshooting

• Experience with endpoint management tools (SCCM, Intune, or similar) and mobile device management (MDM)

• Knowledge of STIG-based configurations and JSIG-compliant operational procedures. Experience with Power Platform (Power Automate, Power Apps) for service desk workflow automation

• Certifications in relevant technical areas (e.g., CompTIA A+, Network+, Security+, Microsoft certifications, ITIL Foundation, HDI Support Center Manager)

Security Requirements

• Active TS/SCI clearance or higher

• Must have a valid US passport

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:

$100,200—$203,400 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.