Tier 3 Service Desk Lead

NOVA DINE LLC; Washington (District of Columbia); On-site; USD 114,000 - 134,000; Full time

Benefits offered by this job

Medical and dental benefits

Vision and life insurance

Retirement match

Job summary

Diné Development Corporation (DDC) in Washington, DC seeks a Tier 3 Service Desk Lead to provide advanced technical leadership for enterprise IT service desk operations supporting OCIO systems. You will troubleshoot, perform root cause analysis, administer identity management, and oversee complex infrastructure services.

Responsibilities include leading escalations for incidents, guiding Tier 1–2 staff, refining SOPs, mentoring teammates, and coordinating with cybersecurity and engineering

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field.
• 8+ years of enterprise systems administration/IT operations experience.
• Active Top Secret clearance required; SCI eligibility preferred.
• Strong PowerShell scripting and automation experience; ServiceNow ITSM familiarity.

Responsibilities

• Serve as the lead technical escalation authority for complex IT incidents and problems.
• Perform advanced troubleshooting and administration across Microsoft 365, Azure, and Active Directory.
• Lead root cause analysis and long-term remediation for recurring issues.
• Administer identity and access management services including MFA and directory services.

Skills

PowerShell scripting

Automation

Leadership

Escalation management

Education

Bachelor's degree in IT/CS/Cybersecurity

Tools

ServiceNow ITSM

Microsoft 365

Azure

Active Directory

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 $134,000The 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 UsDiné 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.BenefitsEligible 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 StatementThis 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]