Federal Tier 2 Helpdesk Lead & SME

MartinFederal Consulting, LLC

Arlington (VA)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Job summary

MartinFed seeks an experienced Tier 2 Helpdesk Lead to support a federal customer and provide advanced technical assistance. You will lead daily Helpdesk operations and serve as the primary escalation point for issues not resolved by Tier 1.

This role requires DoD-level security clearance and is contingent upon award. The ideal candidate will have strong leadership, ITSM experience, and a proven track record in enterprise support environments, with a focus on timely problem resolution and

Qualifications

Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field, or equivalent experience.
5+ years in IT helpdesk, service desk, desktop or technical support.
Experience providing Tier 2/3 support in an enterprise environment.
Experience leading or coordinating helpdesk/service desk operations and ticket escalation.
Experience with ITSM ticketing systems and incident management.

Responsibilities

Lead the Tier 2 Helpdesk and act as primary escalation for unresolved Tier 1 issues.
Troubleshoot and coordinate resolution of complex user and system problems.
Review escalated tickets for proper categorization, prioritization, and tracking.
Monitor queues to meet SLAs and government support requirements.
Document troubleshooting steps and resolutions in the ticketing system.
Mentor and guide junior team members and maintain knowledge base content.