Senior Service Desk Lead - IT Ops & Automation

Ddc Dine; Washington (District of Columbia); On-site; USD 114,000 - 134,000; Full time

Job summary

Diné Development Corporation (DDC) in Washington, DC, seeks a Tier 3 Service Desk Lead to own advanced IT operations support, drive root-cause analysis, and oversee complex infrastructure and identity management services.

You will mentor Tier 1/2 staff, develop SOPs, automate with PowerShell, and coordinate with cybersecurity, infrastructure, and engineering teams to resolve high-impact incidents. Active Top Secret clearance is required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related field.
• 8+ years of enterprise IT operations and systems administration experience.
• Active Top Secret Clearance with SCI eligibility.
• Strong PowerShell scripting and automation skills.
• Experience with Microsoft 365, Azure, and Active Directory.
• ServiceNow ITSM administration expertise.
• Knowledge of ITIL practices and cybersecurity operations.
• U.S. Citizenship required.

Responsibilities

• Serve as the highest escalation authority for complex enterprise IT incidents.
• Perform advanced troubleshooting and administration across Microsoft 365, Azure, Active Directory, and enterprise infrastructure.
• Lead root cause analysis and long-term remediation activities.
• Develop and maintain automation scripts and SOPs.
• Mentor Tier 1/2 staff and support technical training.
• Coordinate with cybersecurity, infrastructure, and engineering teams during incidents.
• Support ServiceNow ITSM workflows and governance.

Skills

PowerShell scripting

Automation

IT operations

ServiceNow ITSM

Active Directory

ITIL

Education

Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related technical field

Tools

Microsoft 365/Azure

Job description

Diné Development Corporation (DDC) in Washington, DC, seeks a Tier 3 Service Desk Lead to own advanced IT operations support, drive root-cause analysis, and oversee complex infrastructure and identity management services.

You will mentor Tier 1/2 staff, develop SOPs, automate with PowerShell, and coordinate with cybersecurity, infrastructure, and engineering teams to resolve high-impact incidents. Active Top Secret clearance is required.