Tier 3 Service Desk Lead

Dine Development Corporation; Washington; On-site; USD 114,000 - 134,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

Disability coverage

Retirement with company match

Paid time off

Tuition reimbursement

Job summary

Din Development Corporation seeks a Tier 3 Service Desk Lead to provide advanced technical leadership for enterprise IT operations in Washington, DC. The role acts as the highest escalation point for complex incidents, overseeing troubleshooting, IAM, and automation efforts across Microsoft 365, Azure, and AD environments.

The ideal candidate will have 8+ years in enterprise IT, active TS clearance, and certifications in Microsoft 365/Azure, ITIL, and ServiceNow. U.S.

Qualifications

• Bachelor's degree preferred in a relevant technical field.
• Active Top Secret Clearance required; SCI eligibility preferred.
• Extensive experience administering Microsoft 365, Azure, and Active Directory; ServiceNow ITSM experience desired.

Responsibilities

• Lead complex enterprise IT incidents and problems as the escalation authority.
• Perform advanced troubleshooting and administration across Microsoft 365, Azure, AD, and enterprise infrastructure.
• Lead root cause analysis and remediation for recurring issues.
• Administer IAM services including MFA, privileged accounts, onboarding/offboarding, and directory services.
• Support ServiceNow ITSM administration and workflow optimization.
• Develop PowerShell scripts and automation to boost efficiency.
• Coordinate with cybersecurity, infrastructure, and engineering teams during high-impact incidents.
• Create SOPs, guides, and knowledge articles for lower-tier support.
• Mentor Tier 1/2 personnel and support training initiatives.
• Participate in COOP/DR operations and after-hours response.

Skills

Microsoft 365/Azure

Active Directory

PowerShell scripting

ITIL best practices

ServiceNow ITSM administration

Education

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

Top Secret Clearance

SCI eligibility preferred

Tools

PowerShell

ServiceNow ITSM

Azure AD

Job description

Job Title: Tier 3 Service Desk Lead

Location : Washington, DC

Position Type: Full time

Req ID: JR100443

Description:

The Tier 3 Service Desk Lead provides advanced technical leadership and serves as the highest escalation point for enterprise IT service desk operations supporting OCIO systems and users. This role is responsible for advanced troubleshooting, root cause analysis, systems administration, automation, and technical oversight of complex infrastructure and identity management services.

***This position is contingent upon contract award.***

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 environments.
• Lead root cause analysis and long-term remediation activities for recurring operational issues.
• Administer identity and access management services, including MFA, privileged accounts, onboarding/offboarding, and directory services.
• Support ServiceNow ITSM administration, workflow optimization, and advanced fulfillment activities.
• Develop and maintain PowerShell scripts and automation solutions to improve operational efficiency.
• Coordinate with cybersecurity, infrastructure, and engineering teams to resolve high-impact incidents.
• Perform advanced diagnostics using enterprise monitoring and logging tools.
• Support data governance, FOIA/eDiscovery activities, and compliance-related technical support functions.
• Develop technical SOPs, troubleshooting guides, and knowledge articles to support lower-tier operations.
• Mentor Tier 1 and Tier 2 personnel and support technical training initiatives.
• Participate in COOP/DR operations, after-hours support events, and mission-critical response activities.

Qualifications:

• Years of Experience: Minimum 8 years of experience in enterprise systems administration and advanced IT operations support.
• Education Level: Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related technical field preferred.
• Clearance Requirements: Active Top Secret Clearance required. SCI eligibility preferred.
• Certification Requirements:
  • Microsoft 365/Azure Certifications preferred.
  • ITIL Foundation or Intermediate Certification preferred.
  • ServiceNow Certification preferred.
• Any other work-related qualifications needed for the role:
  • Extensive experience administering Microsoft 365, Azure, and Active Directory environments.
  • Advanced experience with ServiceNow ITSM administration and configuration.
  • Strong PowerShell scripting and automation experience.
  • Demonstrated experience resolving complex enterprise technical incidents and leading escalation support activities.
  • Strong understanding of ITIL service management practices, enterprise infrastructure, and cybersecurity operations.
  • U.S. Citizenship required.

Salary Range: $114,000 to $134,000

The compensation range listed for this position represents the good faith salary range Din Development Corporation (DDC) and its subsidiaries reasonably expect to pay for the role, in accordance with applicable state and local pay transparency laws. Actual compensation will be determined based on a variety of factors, including the position's responsibilities, the candidate's education, experience, skills, internal equity, market considerations, and any applicable collective bargaining agreements or legal requirements.

About Us

Din Development Corporation (DDC) is a Navajo Nationowned family of companies that provides government agencies and commercial organizations with high-quality IT, professional, environmental, and research and development services. DDC is dedicated to empowering the Navajo Nation and the communities we serve.

Benefits

Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, and paid time off. Additional benefits include voluntary supplemental benefits, access to an employee assistance program, and educational assistance with tuition reimbursement.

Equal Opportunity & Compliance Statement

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law.

We participate in E-Verify.

DDC is committed to providing equal employment opportunities to all applicants and employees. If you require a reasonable accommodation to participate in the application or interview process, please contact Recruiting for assistance [e-mail]

PI287766644