IT Service Desk Lead — Federal Onsite (DC)

T-Rex Solutions; Washington (District of Columbia); Presencial; USD 90 000 - 120 000; Tempo integral

Resumo da oferta

T-Rex Solutions seeks an IT Service Desk Lead to support the Department of Commerce OS SDOC. Based in the Herbert Hoover Building, you will supervise Tier 2 desk operations, oversee incident resolution, and drive ITIL-aligned processes for federal users in DC.

You will coordinate with Tier 0–3 teams, mentor staff, ensure SLA adherence, and provide on-site support for laptops, desktops, and peripherals while advancing service quality and user satisfaction.

Qualificações

• Experience managing/leading Tier 1/2/3 Service Desk operations in a federal government environment.
• Active Top Secret clearance required.
• Experience managing an incident management system in a performance-based environment complying with ITIL V4 standards.
• Expert level experience re-engineering or setting up service desks according to industry best practices.

Responsabilidades

• Oversee day-to-day Tier 2 service-desk operations to ensure end users receive IT support.
• Investigate and resolve escalated incidents from Tier 1 using advanced diagnostic tools and root cause analysis.
• Provide onsite desk-side support for laptops, desktops, tablets, and peripherals.
• Escalate unresolved or complex incidents to Tier 3 or vendor support and document troubleshooting in the ITSM system.
• Support change implementations and validate post-change functionality for Tier 2 systems.

Conhecimentos

HDI Certification

Top Secret clearance

Descrição da oferta de emprego

T-Rex Solutions seeks an IT Service Desk Lead to support the Department of Commerce OS SDOC. Based in the Herbert Hoover Building, you will supervise Tier 2 desk operations, oversee incident resolution, and drive ITIL-aligned processes for federal users in DC.

You will coordinate with Tier 0–3 teams, mentor staff, ensure SLA adherence, and provide on-site support for laptops, desktops, and peripherals while advancing service quality and user satisfaction.