Tier III Service Desk Lead

Diné Development Corporation

About The Position

NOVA-Dine is seeking a Tier III Service Desk Lead to provide senior technical leadership in support of the Defense Enclave Services (DES) MES-END program. The role is the organization’s senior technical authority, providing advanced troubleshooting, engineering analysis, systems integration, architecture assessment, risk analysis, and operational support across complex Department of Defense enterprise environments. The lead resolves highly complex issues escalated from Tier I and Tier II and drives continuous service improvement across enterprise infrastructure, networks, endpoints, cloud, and systems environments. The position performs technical planning, systems integration, verification and validation, infrastructure assessments, architecture reviews, and operational analysis to support reliable and secure service delivery. The lead works with engineering, cybersecurity, operations, program management, and customer stakeholders to develop and implement enterprise solutions aligned with mission requirements, technical constraints, schedules, and cost objectives. The employer is Diné Development Corporation (DDC), a Navajo Nation–owned family of companies providing IT, professional, environmental, and research and development services to government agencies and commercial organizations. DDC states that it is dedicated to empowering the Navajo Nation and the communities it serves.

Requirements

Bachelor’s degree in Information Technology, Engineering, Computer Science, or a related technical discipline and 12 years of relevant experience, or a master’s degree in one of these fields and 10 years of relevant experience.
DoD 8570/8140 IAT Level II certification.
Active Secret security clearance.
U.S. citizenship.
Experience supporting enterprise-scale IT service delivery environments.
Experience serving as a senior escalation resource in complex technical environments.
Experience performing systems engineering, systems integration, verification, and validation activities.
Experience conducting technical assessments, infrastructure evaluations, and architecture reviews.
Strong analytical, troubleshooting, and problem-solving skills.
Demonstrated leadership or management experience.
Experience developing technical documentation, procedures, and engineering recommendations.
Ability to communicate effectively with technical teams, customers, and executive stakeholders.

Nice To Haves

Experience supporting DES, DISA, DODNet, or other Department of Defense enterprise environments.
Experience supporting a Tier III Service Desk or Enterprise Operations Center.
Experience supporting enterprise modernization and transformation initiatives.
Experience with ITSM platforms such as ServiceNow.
Experience with enterprise monitoring, automation, and performance management tools.
Systems engineering certifications or advanced technical certifications.
Experience supporting cloud, hybrid, and large-scale enterprise infrastructure environments.

Responsibilities

Serve as the highest level of technical escalation within the Tier III Service Desk organization.
Lead analysis and resolution of unusually complex enterprise infrastructure, network, endpoint, and systems issues.
Perform technical planning, systems engineering, integration, verification, validation, and operational readiness assessments.
Conduct root-cause analysis and develop corrective actions for recurring service disruptions and performance issues.
Assess architectures, infrastructure, and systems to identify risks, deficiencies, and modernization opportunities.
Analyze customer requirements and translate operational needs into comprehensive technical solutions.
Evaluate system performance, supportability, effectiveness, and operational readiness across enterprise environments.
Lead technical investigations, service restoration efforts, and major incident response activities.
Develop engineering recommendations, implementation strategies, and long-term technology roadmaps.
Review and approve technical solutions, procedures, engineering documentation, and operational processes.
Collaborate with cybersecurity, systems engineering, operations, and program management teams to implement enterprise solutions.
Provide technical leadership, mentorship, and guidance to engineers and support personnel.
Identify technical risks and develop mitigation strategies to minimize operational impact.
Support continuous service improvement and recommend technology enhancements to improve performance and reliability.
Participate in stakeholder briefings, technical reviews, and executive-level discussions concerning enterprise service delivery.