Tier 3 Service Desk Lead
About The Position
The Tier 3 Service Desk Lead provides advanced technical leadership and serves as the highest escalation point for enterprise IT service desk operations supporting OCIO systems and users. The role covers advanced troubleshooting, root cause analysis, systems administration, automation, and technical oversight of complex infrastructure and identity management services. The position is contingent upon contract award. The role requires at least 8 years of experience in enterprise systems administration and advanced IT operations support. A bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related technical field is preferred. An active Top Secret clearance and U.S. citizenship are required; SCI eligibility is preferred. Microsoft 365/Azure, ITIL, and ServiceNow certifications are preferred. The salary range is $114,000 to $134,000. Actual compensation may depend on factors including responsibilities, education, experience, skills, internal equity, market considerations, and applicable legal requirements. Eligible full-time employees receive a comprehensive benefits package.
Requirements
- Minimum 8 years of experience in enterprise systems administration and advanced IT operations support.
- Active Top Secret clearance required.
- U.S. citizenship required.
- Extensive experience administering Microsoft 365, Azure, and Active Directory environments.
- Advanced experience with ServiceNow ITSM administration and configuration.
- Strong PowerShell scripting and automation experience.
- Demonstrated experience resolving complex enterprise technical incidents and leading escalation support activities.
- Strong understanding of ITIL service management practices, enterprise infrastructure, and cybersecurity operations.
Nice To Haves
- Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related technical field preferred.
- SCI eligibility preferred.
- Microsoft 365/Azure certifications preferred.
- ITIL Foundation or Intermediate certification preferred.
- ServiceNow certification preferred.
Responsibilities
- Serve as the lead technical escalation authority for complex enterprise IT incidents and problems.
- Perform advanced troubleshooting and administration across Microsoft 365, Azure, Active Directory, and enterprise infrastructure environments.
- Lead root cause analysis and long-term remediation activities for recurring operational issues.
- Administer identity and access management services, including MFA, privileged accounts, onboarding and offboarding, and directory services.
- Support ServiceNow ITSM administration, workflow optimization, and advanced fulfillment activities.
- Develop and maintain PowerShell scripts and automation solutions to improve operational efficiency.
- Coordinate with cybersecurity, infrastructure, and engineering teams to resolve high-impact incidents.
- Perform advanced diagnostics using enterprise monitoring and logging tools.
- Support data governance, FOIA/eDiscovery activities, and compliance-related technical support functions.
- Develop technical SOPs, troubleshooting guides, and knowledge articles to support lower-tier operations.
- Mentor Tier 1 and Tier 2 personnel and support technical training initiatives.
- Participate in COOP/DR operations, after-hours support events, and mission-critical response activities.
Benefits
- Medical, dental, and vision coverage.
- Life and disability coverage.
- Retirement savings with company match.
- Paid time off.
- Voluntary supplemental benefits.
- Access to an employee assistance program.
- Educational assistance with tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
