Remote Tier 2 Service Delivery Lead – DoD ITSM Leader

ShadowObjects, LLC

Northern (KY)

Hybrid

USD 140,000 - 180,000

Full time

9 days ago

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Job summary

ShadowObjects LLC seeks a Tier 2 Service Delivery Lead to oversee the Navy eBusiness Tier 2 desk, with an anticipated November 2026 start. You will lead a multi-disciplinary team across shifts, ensuring SLA performance and effective escalation, while coordinating with Government leadership.

This is a remote role with occasional travel to the Washington, DC area. Ideal candidates bring a solid DoD service desk background, experience managing tiered support, and strong executive briefing and

Qualifications

10+ years in IT service management or enterprise application support
5+ years leading a DoD help desk/service desk
Experience operating in a Tier 1/2/3 support model
Experience running an enterprise ITSM ticketing platform as a system of record
Ability to brief service performance to senior Government leadership

Responsibilities

Stand up and lead the Tier 2 desk from day one, define staffing and shifts
Own end-to-end Tier 2 service performance against P1–P4 framework
Serve as contractor point of accountability for Tier 2 to Government leadership
Lead Tier 2 team of procurement SMEs, knowledge managers, queue managers and analysts
Define handoff rules between Tier 1, Tier 2 and Tier 3, routing and escalation
Manage the shared enterprise ticketing platform as record of Tier 2 work
Coordinate major-incident response and after-action reviews
Support phased onboarding of Navy commands onto Tier 2 model