Tier 3 Service Desk Lead

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

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 Diné 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

Diné Development Corporation (DDC) is a Navajo Nation–owned 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]