Service Desk Lead

Overview

Essnova Solutions, Inc. is an Inc. 500 powerhouse and SBA 8(a)/HUBZone‑certified small business. We are on the hunt for leaders that are ready to shape the future of federal contracting. We have access to premier vehicles like GSA OASIS+, Seaport NxG, FAA eFAST, GSA MAS, and 8(a) STARS III, and deep capabilities spanning IT, Cybersecurity, Healthcare, Geospatial, and Environmental services. Backed by top‑tier clearances, ISO and CMMI Level 3 certifications, and a track record of exceptional past performance, Essnova is positioned for explosive growth—and we want a team that can seize it.

The Service Desk Lead will provide on‑site support for DoD OIG’s headquarters personnel and remote support for field offices for a wide range of desktop hardware and software, common IT services, and OIG specific applications on the Unclassified (NIPRNet), Classified (SIPRNet), and Joint Worldwide Intelligence Communication System (JWICS) (Headquarters (HQ) only) networks.

• Define Service Desk Operations and Administration Services requirements and policies.
• Develop and document Service Desk Operations and Administration Services procedures that meet requirements and adhere to defined policies.
• Review Service Desk Operations and Administration Services procedures annually and update as required.
• Track the usage of Self‑Help Support Services.
• Answer inbound calls and chats within a time frame so end users do not disconnect before an agent can answer.
• Resolve inbound calls and chats before disconnecting end users.
• Develop escalation process including quarterly validation.
• Maintain and provide escalation contact list(s) for all IT services (including subcontractors and third parties suppliers).
• Refer incidents to resolver groups outside of the Service Desk group.
• Issue broadcasts or other notices to provide status updates as required for planned and unplanned events.
• Provide end‑user online/portal access to Service Requests and Incident reports.
• Provide end‑users online access to view/display incident status.
• Develop and execute procedures for conducting end‑user satisfaction surveys in accordance with Service‑Level Requirements.
• Maintain a continuous improvement program that improves Service Desk service delivery.
• Work with DoD OIG to identify solutions that minimize the need to call the Service Desk (e.g., additional end‑user training, self‑help support opportunities, root cause analysis).
• Coordinate and make available to DoD OIG management documentation detailing the technical environment used to provide Service Desk Operations and Administration services.

• Must have Top Secret (TS) security clearance with SCI eligibility.
• Bachelor’s degree in computer science, information systems, business administration, information technology, or equivalent work experience.
• IAT Service Level Certificates.
• 9 years’ experience in helpdesk/desktop support.
• 3 years’ experience managing technical personnel.
• 2 years’ experience with Service Now platform, and M365 products.

• Information Technology Information Library (ITIL) v3 or later.

• Medical, dental, and vision insurance.
• 401(k) with company match.
• Paid time off + federal holidays.
• Fast‑track growth in a high‑accountability culture.

• Rapidly growing, innovation‑focused Gov Con firm.
• High‑ownership environment where your wins matter.
• Direct access to leadership, zero bureaucracy.
• Culture built on speed, agility, and results.