Tier 3 Service Desk Lead

Halvik; 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 delivers a wide range of services to 13 executive agencies and 15 independent agencies. Halvik is a highly successful WOB business with more than 50 prime contracts and 500+ professionals delivering Digital Services, Advanced Analytics, Artificial Intelligence/Machine Learning, Cyber Security and Cutting-Edge Technology across the US Government. Be a part of something special!

Position Overview

Halvik is seeking a candidate who will be responsible for providing expert‑level troubleshooting, overseeing complex incident and problem resolution, and ensuring technical quality across all support tiers (1, 2, 3 and VIP). The primary customer requirement and long‑term goal to be supported is to manage and maintain a centralized, enterprise service desk to provide IT support and services to an end user community, handling all incidents and service requests, and resolving technical issues.

Core Responsibilities

• Provide advanced technical services for resolving complex and escalated IT issues with elevated administrative permissions
• Perform advanced account and identity management, deep‑dive diagnostics, root cause analysis, and long‑term problem resolution for infrastructure components.

Minimum Requirements

• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field
• Experience: Minimum 5+ years of enterprise desktop engineering or endpoint management experience

Technical Proficiency:

• Extensive experience administering Microsoft 365 and Azure services, including tenant management, identity and access configuration, security controls, Exchange Online, Teams, SharePoint Online, and Azure AD/Entra ID.
• Advanced Active Directory administration, including group policy management, OU design, account lifecycle operations, authentication troubleshooting, and integration with cloud identity services.
• Proven experience as a senior or lead ServiceNow technician, with the ability to configure, troubleshoot, and optimize ITSM modules such as Incident, Problem, Change, Knowledge, and Request Fulfillment.
• Practical knowledge of the PowerShell scripting language, including the ability to automate administrative tasks, perform bulk operations, and support system integrations.
• Demonstrated success resolving complex, multi‑tier technical issues and serving as an escalation point for lower‑tier support teams.
• Experience coordinating with engineering, cybersecurity, and infrastructure teams to resolve high‑impact incidents and drive root‑cause analysis.
• Strong background in enterprise IT operations, including monitoring, diagnostics, and adherence to ITIL‑aligned processes.
• Documented ability to develop and maintain technical procedures, knowledge articles, and troubleshooting guides to support continuous improvement across the service desk.

Certifications: While not mandatory, possession will have more weight in consideration (e.g., ITIL Foundation, CompTIA Security+, CompTIA A+/Network+, or Microsoft‑role‑based certifications preferred).

Security Clearance: Top Secret

Preferred Expertise

• Demonstrated success supporting Federal contracts.
• Strong technical analysis and troubleshooting capability and skills; ability to elevate complex issues; strong technical documentation skills.
• Strong analytical, written, and verbal communication skills, with the ability to translate technical risks and content into terms suitable for executive and government stakeholders.
• Ability to work collaboratively with others and contribute to a team environment.

Halvik offers a competitive full benefits package including:

• Company‑supported medical, dental, vision, life, STD, and LTD insurance
• Benefits include 11 federal holidays and PTO
• Eligible employees may receive performance‑based incentives in recognition of individual and/or team achievements.
• 401(k) with company matching
• Flexible Spending Accounts for commuter, medical, and dependent care expenses
• Tuition Assistance
• Charitable Contribution matching

Halvik Corp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Halvik'spay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.