Tier 3 Service Desk Lead

The Tier 3 Service Desk Lead provides advanced technical leadership and serves as the highest escalation point for enterprise IT service desk operations supporting DOC OCIO systems and users. This role is responsible for advanced troubleshooting, root cause analysis, systems administration, automation, and technical oversight of complex infrastructure and identity management services.

*This position is contingent upon contract award.*

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/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.
• Other duties as assigned.

Qualifications:

• Years of Experience: Minimum 8 years of experience in enterprise systems administration and advanced IT operations support.
• Education Level: Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related technical field preferred.
• Clearance Requirements:
  • Active Top Secret Clearance required.
  • SCI eligibility preferred.
  • U.S. Citizenship required.
• Certification Requirements:
  • Microsoft 365/Azure Certifications preferred.
  • ITIL Foundation or Intermediate Certification preferred.
  • ServiceNow Certification preferred.
• Any other work-related qualifications needed for the role:
  • 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.

  • Support may require participation in after-hours maintenance, incident response, and on-call activities.