Tier 3 Service Desk Lead

Halvik • Washington, DC

1d

About The Position

Halvik Corp is seeking a Tier 3 Service Desk Lead to provide expert-level troubleshooting, oversee complex incident and problem resolution, and ensure technical quality across support tiers 1, 2, 3, and VIP. The role supports the customer’s long-term goal of managing and maintaining a centralized, enterprise service desk that provides IT support and services to end users, handles incidents and service requests, and resolves technical issues.

The position provides advanced technical support for complex and escalated IT issues, including work requiring elevated administrative permissions. It also performs advanced account and identity management, deep-dive diagnostics, root-cause analysis, and long-term problem resolution for infrastructure components. The lead serves as an escalation point for lower-tier support teams and coordinates with engineering, cybersecurity, and infrastructure teams to resolve high-impact incidents.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 5+ years of enterprise desktop engineering or endpoint management experience.
• Extensive experience administering Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID.
• Advanced Active Directory administration experience, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and integration with cloud identity services.
• Experience as a senior or lead ServiceNow technician, with the ability to configure, troubleshoot, and optimize ITSM modules such as Incident, Problem, Change, Knowledge, and Request Fulfillment.
• Practical knowledge of PowerShell scripting, including automating administrative tasks, performing bulk operations, and supporting system integrations.
• Demonstrated success resolving complex, multi-tier technical issues and serving as an escalation point for lower-tier support teams.
• Experience coordinating with engineering, cybersecurity, and infrastructure teams to resolve high-impact incidents and drive root-cause analysis.
• Strong background in enterprise IT operations, including monitoring, diagnostics, and adherence to ITIL-aligned processes.
• Documented ability to develop and maintain technical procedures, knowledge articles, and troubleshooting guides.
• Top Secret security clearance.
• Strong technical analysis and troubleshooting skills, including the ability to escalate complex issues.
• Strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, including the ability to translate technical risks and content for executive and government stakeholders.
• Ability to work collaboratively and contribute to a team environment.

Nice To Haves

• Federal contract support experience.
• ITIL Foundation, CompTIA Security+, CompTIA A+/Network+, or Microsoft role-based certifications.

Responsibilities

• Provide advanced technical services to resolve complex and escalated IT issues using elevated administrative permissions.
• Perform advanced account and identity management, deep-dive diagnostics, root-cause analysis, and long-term problem resolution for infrastructure components.
• Oversee complex incident and problem resolution and ensure technical quality across support tiers 1, 2, 3, and VIP.
• Coordinate with engineering, cybersecurity, and infrastructure teams to resolve high-impact incidents and drive root-cause analysis.
• Develop and maintain technical procedures, knowledge articles, and troubleshooting guides to support continuous improvement across the service desk.
• Serve as an escalation point for lower-tier support teams.

Benefits

• Company-supported medical, dental, vision, life, short-term disability, and long-term disability insurance.
• 11 federal holidays and PTO.
• Eligible employees may receive performance-based incentives for individual and/or team achievements.
• 401(k) with company matching.
• Flexible Spending Accounts for commuter, medical, and dependent care expenses.
• Tuition assistance.
• Charitable contribution matching.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree