Tier 2 Helpdesk Lead (DoD Secret Clearance)

MartinFed•Washington, DC

3d•Onsite

About The Position

MartinFed is seeking an experienced Tier 2 Helpdesk Lead / Senior Helpdesk Subject Matter Expert (SME) to support a federal customer and provide advanced technical support for the systems. This position will lead the day-to-day operation of the Helpdesk and serve as the primary escalation point for issues that cannot be resolved by Tier 1 support teams. This position is contingent upon award.

Requirements

United States Citizen with a DoD Secret clearance.
Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; equivalent relevant experience may be considered.
5+ years of IT helpdesk, service desk, desktop support, application support, or technical support experience.
Demonstrated experience providing Tier 2 or Tier 3 technical support in an enterprise environment.
Experience leading or coordinating helpdesk/service desk operations, including ticket assignment, escalation, and resolution.
Experience working with enterprise IT Service Management (ITSM) or ticketing systems.
Strong understanding of incident management, escalation procedures, ticket lifecycle management, and SLA requirements.
Demonstrated ability to troubleshoot complex application, account, access, configuration, and end-user issues.
Experience documenting technical resolutions and developing knowledge base or user support documentation.
Ability to identify trends and recurring problems through ticket analysis.
Strong customer service, communication, and interpersonal skills.
Ability to communicate technical information effectively to both technical and non-technical users.
Ability to work collaboratively with Government stakeholders, project leadership, technical teams, and end users.

Nice To Haves

Previous experience supporting a federal Government helpdesk or service desk environment.
Experience supporting identity, access management, account management, authentication, or identity governance systems.
Familiarity with federal identity and access management concepts and environments.
Experience working with Government IT organizations and geographically distributed users.
Experience developing FAQs, Job Aids, knowledge articles, troubleshooting procedures, and end-user training materials.
Familiarity with ITIL principles and IT service management best practices.
ITIL, CompTIA Security+, HDI, or other relevant technical/service management certification preferred.

Responsibilities

Lead the daily operations of the Tier 2 Helpdesk and serve as the primary technical escalation point for issues unresolved by Tier 1 support.
Troubleshoot, investigate, and coordinate the resolution of complex user and system issues.
Review incoming escalated tickets and ensure they are properly categorized, prioritized, assigned, and tracked through resolution.
Monitor ticket queues to ensure users receive timely responses and resolutions in accordance with established SLAs and Government support requirements.
Ensure troubleshooting steps, root causes, resolutions, and relevant technical information are accurately documented within the ticketing system.
Review closed tickets for completeness and quality of resolution documentation.
Coordinate with Tier 1 support teams, system administrators, developers, engineers, and other technical SMEs when issues require additional escalation.
Identify recurring, widespread, or emerging technical issues and promptly communicate trends to the Project Lead and Government Program/Project Managers.
Assist with root cause analysis and recommend process, system, or documentation improvements to reduce recurring support issues.
Track helpdesk performance and provide information for status reports, metrics, trend analysis, and project reviews.
Maintain effective communication with end users throughout the troubleshooting and resolution process.
Provide technical guidance and mentorship to other helpdesk and support personnel.
Assist the project team with developing and maintaining Job Aids, Frequently Asked Questions (FAQs), knowledge base articles, troubleshooting guides, and other user training materials.
Incorporate lessons learned from helpdesk tickets into training and support documentation.
Support continuous improvement initiatives designed to increase first-contact resolution, reduce ticket backlog, and improve the overall user experience.