Tier 3 Service Desk Lead

Halvik • Washington, DC

6d

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 handles end-user IT incidents and service requests and resolves technical issues.

Requirements

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• At least 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, including configuring, troubleshooting, and optimizing Incident, Problem, Change, Knowledge, and Request Fulfillment ITSM modules.
• Practical knowledge of PowerShell, 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.
• Ability to develop and maintain technical procedures, knowledge articles, and troubleshooting guides.
• Top Secret security clearance.
• Strong technical analysis and troubleshooting skills, with the ability to escalate complex issues.
• Strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, including the ability to explain technical risks and content to executive and government stakeholders.
• Ability to work collaboratively and contribute to a team environment.

Nice To Haves

• ITIL Foundation certification.
• CompTIA Security+ certification.
• CompTIA A+ or Network+ certification.
• Microsoft role-based certifications.
• Demonstrated success supporting Federal contracts.

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.
• Serve as an escalation point for lower-tier support teams and help resolve complex, multi-tier technical issues.
• 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.
• Support enterprise IT operations, including monitoring, diagnostics, and adherence to ITIL-aligned processes.

Benefits

• Company-supported medical, dental, vision, life, short-term disability, and long-term disability insurance.
• 11 federal holidays and paid time off for eligible employees.
• Eligible employees may receive performance-based incentives.
• 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