Senior Service Desk Lead - Enterprise ITSM Expert

Tetra Tech; Washington (District of Columbia); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, vision, life

STD and LTD insurance

11 federal holidays and PTO

401(k) with company matching

Tuition Assistance

Flexible Spending Accounts

Charitable Contribution matching

Performance-based incentives

Job summary

Halvik Corp is seeking an expert IT professional to lead a centralized enterprise service desk and deliver high-quality IT support across all user communities. The role focuses on complex incident resolution, escalation management, and cross-functional collaboration within federal contracting environments.

The candidate should have 5+ years in enterprise desktop engineering or endpoint management, strong Microsoft 365/Azure/AD experience, and ServiceNow ITSM proficiency.

Qualifications

• 5+ years of enterprise desktop engineering or endpoint management experience.
• Bachelor's or Associate degree in IT/CS.
• Experience with Microsoft 365, Azure, and Identity/Access management.

Responsibilities

• Provide expert-level troubleshooting across multiple support tiers.
• Oversee incident and problem resolution and ensure technical quality.
• Manage centralized enterprise service desk for end-user IT support.
• Coordinate with engineering, cybersecurity, and infrastructure teams.

Skills

Troubleshooting

Escalation management

Communication skills

ITIL processes

Team collaboration

Education

IT/CS degree

Tools

Microsoft 365

Azure

Azure AD/Entra ID

Active Directory

ServiceNow

PowerShell

Job description

Halvik Corp is seeking an expert IT professional to lead a centralized enterprise service desk and deliver high-quality IT support across all user communities. The role focuses on complex incident resolution, escalation management, and cross-functional collaboration within federal contracting environments.

The candidate should have 5+ years in enterprise desktop engineering or endpoint management, strong Microsoft 365/Azure/AD experience, and ServiceNow ITSM proficiency.