Senior Enterprise IT Service Desk Lead

NOVA DINE LLC; Washington (District of Columbia); On-site; USD 114,000 - 134,000; Full time

Benefits offered by this job

Medical and dental benefits

Vision and life insurance

Retirement match

Job summary

Diné Development Corporation (DDC) in Washington, DC seeks a Tier 3 Service Desk Lead to provide advanced technical leadership for enterprise IT service desk operations supporting OCIO systems. You will troubleshoot, perform root cause analysis, administer identity management, and oversee complex infrastructure services.

Responsibilities include leading escalations for incidents, guiding Tier 1–2 staff, refining SOPs, mentoring teammates, and coordinating with cybersecurity and engineering

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field.
• 8+ years of enterprise systems administration/IT operations experience.
• Active Top Secret clearance required; SCI eligibility preferred.
• Strong PowerShell scripting and automation experience; ServiceNow ITSM familiarity.

Responsibilities

• Serve as the lead technical escalation authority for complex IT incidents and problems.
• Perform advanced troubleshooting and administration across Microsoft 365, Azure, and Active Directory.
• Lead root cause analysis and long-term remediation for recurring issues.
• Administer identity and access management services including MFA and directory services.

Skills

PowerShell scripting

Automation

Leadership

Escalation management

Education

Bachelor's degree in IT/CS/Cybersecurity

Tools

ServiceNow ITSM

Microsoft 365

Azure

Active Directory

Job description

Diné Development Corporation (DDC) in Washington, DC seeks a Tier 3 Service Desk Lead to provide advanced technical leadership for enterprise IT service desk operations supporting OCIO systems. You will troubleshoot, perform root cause analysis, administer identity management, and oversee complex infrastructure services.

Responsibilities include leading escalations for incidents, guiding Tier 1–2 staff, refining SOPs, mentoring teammates, and coordinating with cybersecurity and engineering