Tier 2 Helpdesk Lead (DoD Secret Clearance)

MartinFederal Consulting, LLC; Arlington (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

MartinFed seeks an experienced Tier 2 Helpdesk Lead to support a federal customer and provide advanced technical assistance. You will lead daily Helpdesk operations and serve as the primary escalation point for issues not resolved by Tier 1.

This role requires DoD-level security clearance and is contingent upon award. The ideal candidate will have strong leadership, ITSM experience, and a proven track record in enterprise support environments, with a focus on timely problem resolution and

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field, or equivalent experience.
• 5+ years in IT helpdesk, service desk, desktop or technical support.
• Experience providing Tier 2/3 support in an enterprise environment.
• Experience leading or coordinating helpdesk/service desk operations and ticket escalation.
• Experience with ITSM ticketing systems and incident management.

Responsibilities

• Lead the Tier 2 Helpdesk and act as primary escalation for unresolved Tier 1 issues.
• Troubleshoot and coordinate resolution of complex user and system problems.
• Review escalated tickets for proper categorization, prioritization, and tracking.
• Monitor queues to meet SLAs and government support requirements.
• Document troubleshooting steps and resolutions in the ticketing system.
• Mentor and guide junior team members and maintain knowledge base content.

Skills

Leadership

Tier 2/3 support

ITIL awareness

Customer service

Escalation management

Education

Bachelor's degree in IT or related field

Tools

ITSM ticketing systems

Knowledge base tools

Job description

COMPANY OVERVIEW

Founded in 2007 in Huntsville, AL, MartinFed provides the U.S. government with customer-focused, performance-based solutions using technology and an empowered workforce as an engine to drive its customers' missions. Our goal is to attract the best and brightest within their field.

We invest in our people because they are our greatest asset. They cultivate our purpose, embody and reflect our core values, and define our culture. MartinFed's core values that set us apart are the following:

• Be Driven - We are fueled by the hunger to learn more and do more.
• Be Curious - We engage in continuous improvement - never accepting the status quo.
• Be Humble - We seek honest feedback to strengthen our relationships.
• Pursue Excellence - We strive to achieve extraordinary results and do not settle for mediocrity.

Strive for excellence and consider joining our growing team today!

JOB OVERVIEW

MartinFed is seeking an experienced Tier 2 Helpdesk Lead / Senior Helpdesk Subject Matter Expert (SME) to support a federal customer and provide advanced technical support for the systems. This position will lead the day-to-day operation of the Helpdesk and serve as the primary escalation point for issues that cannot be resolved by Tier 1 support teams.

PLEASE NOTE: THIS POSITION IS CONTINGENT UPON AWARD

ESSENTIAL FUNCTIONS:

• Lead the daily operations of the Tier 2 Helpdesk and serve as the primary technical escalation point for issues unresolved by Tier 1 support.
• Troubleshoot, investigate, and coordinate the resolution of complex user and system issues.
• Review incoming escalated tickets and ensure they are properly categorized, prioritized, assigned, and tracked through resolution.
• Monitor ticket queues to ensure users receive timely responses and resolutions in accordance with established SLAs and Government support requirements.
• Ensure troubleshooting steps, root causes, resolutions, and relevant technical information are accurately documented within the ticketing system.
• Review closed tickets for completeness and quality of resolution documentation.
• Coordinate with Tier 1 support teams, system administrators, developers, engineers, and other technical SMEs when issues require additional escalation.
• Identify recurring, widespread, or emerging technical issues and promptly communicate trends to the Project Lead and Government Program/Project Managers.
• Assist with root cause analysis and recommend process, system, or documentation improvements to reduce recurring support issues.
• Track helpdesk performance and provide information for status reports, metrics, trend analysis, and project reviews.
• Maintain effective communication with end users throughout the troubleshooting and resolution process.
• Provide technical guidance and mentorship to other helpdesk and support personnel.
• Assist the project team with developing and maintaining Job Aids, Frequently Asked Questions (FAQs), knowledge base articles, troubleshooting guides, and other user training materials.
• Incorporate lessons learned from helpdesk tickets into training and support documentation.
• Support continuous improvement initiatives designed to increase first-contact resolution, reduce ticket backlog, and improve the overall user experience.

QUALIFICATIONS:

• United States Citizen with a DoD Secret clearance.
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; equivalent relevant experience may be considered.
• 5+ years of IT helpdesk, service desk, desktop support, application support, or technical support experience.
• Demonstrated experience providing Tier 2 or Tier 3 technical support in an enterprise environment.
• Experience leading or coordinating helpdesk/service desk operations, including ticket assignment, escalation, and resolution.
• Experience working with enterprise IT Service Management (ITSM) or ticketing systems.
• Strong understanding of incident management, escalation procedures, ticket lifecycle management, and SLA requirements.
• Demonstrated ability to troubleshoot complex application, account, access, configuration, and end-user issues.
• Experience documenting technical resolutions and developing knowledge base or user support documentation.
• Ability to identify trends and recurring problems through ticket analysis.
• Strong customer service, communication, and interpersonal skills.
• Ability to communicate technical information effectively to both technical and non-technical users.
• Ability to work collaboratively with Government stakeholders, project leadership, technical teams, and end users.

DESIRED QUALIFICATIONS:

• Previous experience supporting a federal Government helpdesk or service desk environment.
• Experience supporting identity, access management, account management, authentication, or identity governance systems.
• Familiarity with federal identity and access management concepts and environments.
• Experience working with Government IT organizations and geographically distributed users.
• Experience developing FAQs, Job Aids, knowledge articles, troubleshooting procedures, and end-user training materials.
• Familiarity with ITIL principles and IT service management best practices.
• ITIL, CompTIA Security+, HDI, or other relevant technical/service management certification preferred.

PHYSICAL REQUIREMENTS & ENVIRONMENTAL CONDITIONS

• Inside office environment.
• Working on a computer for long periods of time.
• May involve long period of sitting at a desk.
• The work environment is fast-paced and sometimes involves extreme deadline pressures.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

MartinFed is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, religious creed, gender, sexual orientation, gender identity, gender expression, transgender, pregnancy, marital status, national origin, ancestry, citizenship status, age, disability, protected Veteran Status, genetics or any other characteristics protected by applicable federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. In addition to federal law requirements, MartinFed complies with all applicable state and local laws governing nondiscrimination in all locations.

If you are a qualified individual with a disability or disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access MartinFed's current openings as a result of your disability. You can request reasonable accommodations by calling 855.212.1810. Thank you for your interest in MartinFed.

Please Note: All positions at MartinFed are contingent upon passing a background check prior to a start date and are subject to random drug screenings during the employment period. In addition, MartinFed is an E-Verify employer.