Annapolis, Maryland, United States · Hybrid
$89k–$152k/yr
Description This role is contingent upon a contract award. ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to…
Skills: Service Desk Management, ITSM, ServiceNow, Jira Service Management, AI-enabled Service
Annapolis, Maryland, United States · Hybrid
$81k–$138k/yr
Description This role is contingent upon a contract award. ICF is seeking an Asset / Property Manager to own the full lifecycle of IT assets and personal property for a federal technology program, from procurement throug…
Skills: IT Asset Management, Federal Property Management, Inventory Management, Procurement, Logistics
Norfolk, Virginia, United States · On-site
$63k–$130k/yr
Job Title: Applications Programmer II Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: Secret Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: …
Skills: C#, .NET, Blazor, Razor Components, ASP.NET Core
Reston, Virginia, United States · Hybrid
$137k–$244k/yr
Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and a…
Skills: Kubernetes, Terraform, Argo CD, AWS, GoLang
Springfield, Virginia, United States · On-site
Overview Abile Group has an exciting and challenging opportunity for an Endpoint Security Engineer on a contract providing Network and Cybersecurity services supporting an Intelligence Community customer. All the personn…
Skills: Endpoint Security, Linux OS, Trellix, HBSS, Carbon Black Response/Protection
Springfield, Virginia, United States · On-site
Overview Abile Group has an exciting and challenging opportunity for an IEC Engineer on a 10 year contract providing User Facing and Data Center Services supporting an Intelligence Community customer. All the personnel o…
Skills: Technical Documentation, Project Integration, Microsoft Visio, Jira, Confluence
Annapolis, Maryland, United States · Hybrid
$108k–$184k/yr
Description This role is contingent upon a contract award. ICF is seeking a Cloud Platform Engineer to deploy, configure, and maintain cloud infrastructure for a federal technology program. Reporting to the Cloud / Enter…
Skills: Cloud Engineering, Azure, AWS, Google Cloud Platform, Infrastructure as Code
Catalyst Operations & AnalyticsFairfax County, Virginia, United States · On-site
$110k–$165k/yr
Position Summary Targeters are responsible for guiding and monitoring the execution of collection operations and integrating that collection into a cohesive intelligence narrative. Targeters will research, analyze, and b…
Skills: Intelligence analysis, Network analysis, Targeting, Collection operations, Written communication
Fairfax County, Virginia, United States · Remote OK
$61k–$104k/yr
Description Disaster Recovery Grant Administrator – Reservist (On-Call) When communities are impacted by hurricanes, floods, wildfires, tornadoes, and other major disasters, recovery depends on more than rebuilding effor…
Skills: Grants management, Financial analysis, Auditing, Compliance, Microsoft Excel
Vienna, Virginia, United States · On-site
$150k–$160k
Halvik Corp delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital S…
Skills: Salesforce, Apex, Lightning Web Components, OmniStudio, CRM
McLean, Virginia, United States · On-site
Acclaim Technical Services, founded in 2000, is a leading language, operations, and technology services company supporting a wide range of U.S. Federal agencies. We are an Employee Stock Ownership Plan (ESOP) company, wh…
Skills: Systems Engineering, Artificial Intelligence, Project Management, System Integration, Prototyping
Fairfax County, Virginia, United States · Remote OK
$51k–$86k/yr
Description Disaster Recovery Public Assistance Technical Specialist – Reservist (On-Call) When communities are impacted by hurricanes, floods, wildfires, tornadoes, and other major disasters, recovery requires experienc…
Skills: FEMA Public Assistance, Disaster Recovery, Cost Estimating, Infrastructure Assessment, Hazard Mitigation
Fairfax County, Virginia, United States · Remote OK
$56k–$95k/yr
Description Disaster Recovery Public Assistance Specialist – Reservist (On-Call) When communities are impacted by hurricanes, floods, wildfires, tornadoes, and other major disasters, recovery takes more than funding—it t…
Skills: FEMA Public Assistance, Disaster Recovery, Grants Management, Project Worksheets, Infrastructure Restoration
Chantilly, Virginia, United States · Remote OK
Company Description Onyx Government Services, LLC., is a Service-Disable Veteran-Owned Small Business (SDVOSB), headquartered in Northern Virginia. We specialize in data management, integration, and analysis solutions to…
Skills: GitLab CI/CD, DevOps, Cloud Migration, Oracle, Data Warehouse
Newport News, Virginia, United States · Hybrid
Overview The Subject Matter Expert (SME), Senior Systems Engineer serves as the Government’s primary technical POC, providing overall leadership, technical guidance, and quality assurance. Responsibilities Key Responsibi…
Skills: Systems engineering, Program planning, Avionics architectures, Project management, Risk management
Annapolis, Maryland, United States · Hybrid
$89k–$184k/yr
Description This role is contingent upon a contract award. ICF is seeking a Scrum Master / Product Owner to manage the delivery lifecycle of digital IT capabilities for a federal technology program. Reporting to engineer…
Skills: Scrum, Product Ownership, Agile Delivery, Backlog Management, Federal IT Governance
Arlington County, Virginia, United States · Hybrid
$53k–$57k/yr
For this junior -level position, IDG is seeking a passionate, self-driven, and highly organized individual who is willing to learn, take ownership over assigned tasks, engage in new challenges, and quickly "switch gears"…
Skills: Project coordination, Technical writing, Proposal development, Financial management, Budget monitoring
Dahlgren, Virginia, United States · On-site
$112k–$196k/yr
In a world of possibilities, pursue one with endless opportunities. Imagine Next! At Parsons, you can imagine a career where you thrive, work with exceptional people, and be yourself. Guided by our leadership vision of v…
Skills: Systems analysis, Aegis weapon system, Project management, Shipbuilding, Engineering documentation
Chesterfield, Virginia, United States · Hybrid
"Greater Happens HERE" Title: College of Humanities & Social Sciences – Adjunct Faculty State Role Title: Instructor Hiring Range: Commensurate with Education and Experience Pay Rate: $1,000 (1 credit hour) to $4,100 (3 …
Skills: Teaching, Curriculum development, Instructional technology, Student engagement, Experiential learning
Charlottesville, Virginia, United States · On-site
$75k–$158k/yr
Job Title: Cultural Language Analyst Job Category: Language Services Time Type: Full time Minimum Clearance Required to Start: TS/SCI Employee Type: Regular Percentage of Travel Required: Up to 10% Type of Travel: Local …
Skills: Chinese language proficiency, Translation, Transcription, Cultural analysis, All-source analysis
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Lead the daily operations of a single-tier IT service desk, ensuring high customer satisfaction and effective resolution of incidents and service requests. Oversee the implementation of AI-enabled self-service tools and maintain performance metrics to drive continuous service improvement.
Requires a bachelor's degree and at least 7 years of experience in IT service desk management, with specific experience in federal environments. Candidates must possess ITIL certification and have hands-on experience with ITSM platforms like ServiceNow or Jira.
Description
This role is contingent upon a contract award.
ICF is seeking an experienced Service Desk Manager to lead delivery of a modern, AI-enabled IT service desk supporting a federal technology program. Reporting to the Program Manager, this role owns the full operational lifecycle of a single-tier service desk, with direct accountability for customer satisfaction, Tier Zero deflection performance, knowledge management, and continuous improvement.
The ideal candidate has run federal IT service desk operations and understands what it takes to deliver AI-enabled service at scale. This is an operational leadership role. The right candidate is comfortable managing technicians, owning KPIs, and engaging directly with program leadership and client stakeholders.
Job Location: This is a hybrid position based in the Washington, DC Metro area. Onsite client support is required during regional business hours (0700 to 1800 local time).
This position requires that the job be performed in the United States. If you accept this position, you should note that ICF does monitor employee work locations and blocks access from foreign locations/foreign IP addresses and also prohibits personal VPN connections.
What You'll Be Doing
Lead day-to-day operations of a single-tier service desk where technicians own incidents and service requests from intake through closure, minimizing handoffs and keeping accountability at the technician level.
Own service desk performance metrics including CSAT, Customer Effort Score (CES), Tier Zero deflection rate, ticket resolution time, and first-contact resolution. Drive continuous improvement against contractual targets.
Oversee the design, build-out, and ongoing improvement of Tier Zero self-service capabilities, including virtual agents, knowledge portals, and automated troubleshooting tools. Coordinate with AI and automation teams to support implementation.
Maintain a wiki-style, role-based knowledge base with accurate, plain-language content for both end users and technicians. Conduct regular content reviews and enforce quality standards to keep the knowledge base current.
Ensure all tickets are properly categorized, prioritized, documented, and analyzed for root cause. Maintain data integrity for reporting and trend analysis.
Coordinate staffing and resource allocation to maintain appropriate customer-to-technician ratios, including surge coverage and specialized onsite support for executive and leadership needs.
Coordinate end-to-end IT and AV support for client meetings and events, including setup, testing, troubleshooting, and event staff coordination.
Prepare and present service desk performance reporting for governance forums, program management reviews, and client stakeholders.
Apply ITIL-based service management practices across the service desk. Promote an automation-first approach using AI for predictive maintenance, intelligent routing, and proactive issue detection.
Support after-hours on-call coverage for mission-critical and high-priority incidents as directed by client leadership.
Minimum Requirements
Bachelor's degree or equivalent
7+ years of experience managing IT service desk or end-user support operations, including at least 3 years in a federal or government-adjacent environment
2+ years of experience designing or operating Tier Zero and AI-enabled self-service capabilities, including virtual agents or chatbot-based resolution tools
2+ years supporting federal programs in HHS, NIH, FDA, or other health-focused agencies
ITIL Foundation certification or equivalent
3+ years of hands-on experience with ITSM platforms such as ServiceNow or Jira Service Management
U.S. Citizenship required due to federal contract requirements
Ability to obtain and maintain a Public Trust background investigation
Candidate must reside in the US, be authorized to work in the US, and work must be performed in the US
Preferred Qualifications
HDI Support Center Manager certification or equivalent
Experience using data and analytics to manage service desk performance, including dashboard-driven reporting and ticket trend analysis
Familiarity with Section 508 and WCAG accessibility compliance requirements for digital content and tools
Familiarity with modern endpoint environments such as Intune or Jamf as context for service desk triage and escalation
We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.
We will consider for employment qualified applicants with arrest and conviction records.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.
At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.
However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at [email protected]. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.
The pay range for this position based on full-time employment is:
$89,261.00 - $151,744.00DC Remote Office (DC99)Offices: Barakhamba Road, New Delhi, Delhi 110001, IN
View all jobs at ICF ConsultingBased on 7661 listings with disclosed salaries, most government & public sector jobs in Virginia pay between $74k–$198k per year. Individual offers vary with seniority, company size, and specialization.
There are currently 11,388 open government & public sector positions in Virginia listed on Clera. New openings are added daily as companies post roles.
Companies currently hiring include Virginia Information Technologies Agency, Booz Allen Hamilton, CACI International Inc, General Dynamics Information Technology, SAIC, among others. Browse the listings above to see every active employer.
Yes — 3051 of the 11388 open government & public sector positions offer remote or hybrid work (974 remote, 2077 hybrid).
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