Service Desk Tier 1 Lead (DW2601HT)

Datawiz

2d•Hybrid

About The Position

Datawiz, a GTSC company, seeks a highly experienced and motivated Service Desk Tier 1 Lead ~~~ Position contingent upon contract award ~~~ Multiple positions available. Location: Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role. Datawiz delivers secure, ITIL-aligned Tier 1–3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards. Job Description The Service Desk Tier 1 Lead supervises frontline Service Desk operations supporting a large, distributed Government enterprise environment. This role ensures high-quality first-contact support, adherence to service level timelines, proper ticket documentation, secure account administration, and coordination of endpoint and asset management activities.

Requirements

Minimum five (5) years' experience with Incident, Change, or Knowledge Management systems (BMC Helix/Remedy or comparable).
Minimum three (3) years supporting Windows, macOS, Microsoft 365, and mobile platforms.
Experience in structured incident management environments with defined SLA requirements.
Active Directory account administration experience.
Experience supporting secure remote connectivity tools.
Familiarity with mobile device management platforms (Intune, Workspace ONE, JAMF, ABM).
Experience supporting inventory tracking or device lifecycle processes.
Ability to work onsite in Washington, DC.
Ability to lift up to 50 pounds when supporting onsite hardware needs.
Must be a U.S. Citizen.
Must be eligible to obtain and maintain a Public Trust clearance.
Must successfully complete required background investigation and security training prior to start.

Nice To Haves

ITIL Foundation certification.
M365 certification.
Experience supporting large distributed enterprise environments.
Experience supporting transition or surge operations.

Responsibilities

Lead 24/7 Tier 1 Service Desk operations in a hybrid onsite/remote environment.
Ensure service requests and incidents are acknowledged, escalated, and resolved in accordance with established Service Level Agreements (SLAs) and operational performance standards.
Oversee first call resolution (FCR) performance and ensure proper escalation to Tier 2 and Tier 3.
Supervise troubleshooting for: Windows and macOS operating systems Microsoft 365 applications (Outlook, Teams, SharePoint, Exchange Online) Mobile devices (iOS and Android) Secure remote connectivity tools and multi-factor authentication
Oversee account provisioning, password resets, and access administration.
Ensure accurate ticket logging and documentation within the Government-approved ITSM platform (Helix).
Coordinate with endpoint management teams on device configuration, patching, and mobile device management platforms.
Support administrative asset management functions including: Equipment tracking and inventory updates Chain-of-custody documentation Device imaging coordination Hardware refresh and replacement workflows
Ensure compliance with Government security policies, encryption standards, and data protection requirements.
Support surge staffing and transition operations during high-volume periods.