Senior Escalation Lead, Enterprise Service Desk

Diné Development Corporation; Washington (District of Columbia); On-site; USD 114,000 - 134,000; Full time

Job summary

Diné Development Corporation (DDC) is seeking a Tier 3 Service Desk Lead in the Washington, DC area to provide advanced technical leadership for enterprise IT service desk operations. The role includes advanced troubleshooting, systems administration, automation, and oversight of identity management and workflow systems.

The position requires 8+ years of experience, TS clearance, and experience with Microsoft 365, Azure, AD, and ServiceNow ITSM.

Qualifications

• 8+ years of enterprise systems administration and advanced IT operations support.
• Bachelor's degree in IT, CS, Cybersecurity, or related field preferred.
• Active Top Secret Clearance required; SCI eligibility preferred.
• Microsoft 365/Azure certifications preferred.
• ITIL Foundation or Intermediate certification preferred.

Responsibilities

• Serve as the lead technical escalation authority for complex enterprise IT incidents and problems.
• Perform advanced troubleshooting and administration across Microsoft 365, Azure, Active Directory, and enterprise infrastructure.
• Lead root cause analysis and long-term remediation for recurring issues.
• Administer identity and access management, including MFA and directory services.
• Support ServiceNow ITSM administration, workflow optimization, and advanced fulfillment activities.
• Develop PowerShell scripts and automation to improve operations.
• Coordinate with cybersecurity and infrastructure teams to resolve high-impact incidents.
• Perform advanced diagnostics using enterprise monitoring and logging tools.
• Support data governance, FOIA/eDiscovery, and compliance-related technical support.
• Develop SOPs and knowledge articles to support operations.
• Mentor Tier 1/2 personnel and support training.
• Participate in COOP/DR operations and after-hours support.

Skills

Escalation leadership

Microsoft 365

Azure

Active Directory

Automation

PowerShell

ServiceNow ITSM

Cybersecurity

ITIL

Citizenship

Education

Bachelor's degree in IT/CS/Cybersecurity

Tools

ServiceNow

Job description

Diné Development Corporation (DDC) is seeking a Tier 3 Service Desk Lead in the Washington, DC area to provide advanced technical leadership for enterprise IT service desk operations. The role includes advanced troubleshooting, systems administration, automation, and oversight of identity management and workflow systems.

The position requires 8+ years of experience, TS clearance, and experience with Microsoft 365, Azure, AD, and ServiceNow ITSM.