Senior Tier 3 Service Desk Lead - IT Ops & Automation

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

Job summary

Diné Development Corporation is seeking a Tier 3 Service Desk Lead to act as the highest escalation point for enterprise IT service desk operations, guiding advanced troubleshooting and systems administration across M365, Azure, AD, and identity services.

The role emphasizes automation, service management, and coordination with cybersecurity, infrastructure, and engineering teams, with responsibilities including SOP development, mentoring, and after-hours mission-critical support.

Qualifications

• Bachelor’s degree in IT/CS/Cybersecurity preferred.
• Active Top Secret clearance required; SCI eligibility preferred.
• Microsoft 365/Azure certifications preferred; ITIL Foundation or ServiceNow certs preferred.
• U.S. Citizenship required.

Responsibilities

• Lead technical escalation for complex enterprise IT incidents.
• Perform advanced troubleshooting across M365, Azure, AD, and enterprise infrastructure.
• Lead root cause analysis and long-term remediation activities.
• Administer identity and access management including MFA and directory services.
• Support ServiceNow ITSM administration, workflow optimization, and automation.
• Develop PowerShell scripts to automate and improve operations.
• Coordinate with cybersecurity, infrastructure, and engineering teams to resolve high-impact incidents.
• Mentor Tier 1 and Tier 2 staff and support training initiatives.
• Participate in COOP/DR operations and after-hours support.

Skills

PowerShell scripting

Microsoft 365

Azure

Active Directory

IT operations

Escalation management

Cybersecurity operations

Education

Bachelor’s degree in IT/CS/Cybersecurity

Tools

ServiceNow ITSM

Monitoring tools

Automation tooling

Job description

Diné Development Corporation is seeking a Tier 3 Service Desk Lead to act as the highest escalation point for enterprise IT service desk operations, guiding advanced troubleshooting and systems administration across M365, Azure, AD, and identity services.

The role emphasizes automation, service management, and coordination with cybersecurity, infrastructure, and engineering teams, with responsibilities including SOP development, mentoring, and after-hours mission-critical support.