On-Site IT Service Desk Lead (Tier 2)

T-Rex Solutions LLC; Washington (District of Columbia); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

PTO available immediately

Parental leave

Health, vision and dental benefits

401(k) with company match

Tuition reimbursement

Job summary

T-Rex Solutions, LLC is seeking an IT Service Desk Lead to supervise Tier 2 operations on-site at the DOC in Washington, DC. The role requires coordinating incident resolution, managing escalations, and ensuring SLA adherence while guiding a team of technicians.

You will work with Tier 0–3, update SOPs, and support change implementations. A TS clearance and ITIL knowledge are essential, with front-line customer support across hardware and software issues.

Qualifications

• Active Top Secret clearance
• Experience leading Tier 1–3 service desk
• ITIL v4 proficiency
• Experience with incident management systems

Responsibilities

• Oversee day-to-day Tier 2 service desk operations
• Investigate and resolve escalated incidents using diagnostic tools and logs
• Process complex service requests and privileged configurations
• Provide onsite desk-side support for laptops, desktops, tablets and peripherals
• Escalate unresolved issues to Tier 3 or vendors and document actions in ITSM

Skills

Leadership

Incident management

ITIL v4

Team coordination

Customer service

Education

HDI Support Manager certification

Tools

ITSM software

Job description

T-Rex Solutions, LLC is seeking an IT Service Desk Lead to supervise Tier 2 operations on-site at the DOC in Washington, DC. The role requires coordinating incident resolution, managing escalations, and ensuring SLA adherence while guiding a team of technicians.

You will work with Tier 0–3, update SOPs, and support change implementations. A TS clearance and ITIL knowledge are essential, with front-line customer support across hardware and software issues.